A year after the onset of the pandemic, contact centers are looking to implement and transform their operations with conversational AI and automation technologies. However, most transformations require a roadmap to deliver successful outcomes. In this session, you will learn

• The roadmap to successful front-office automation
• How to generate business value at each step
• Exploring the technologies required at each stage of the transformation.

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In this session, Richard will share how technology reinforced Business Australia’s strategy and the outcomes since they launched their new approach to market. 

 

• What accelerated the change in strategy, the journey and lessons learned
• How the change was delivered ?
• Analysing the results after the first 12 months of operations

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When implementing self-service strategies, the focus often shifts exclusively to the new systems and processes. But we can’t forget the core of your contact centre: the human element. What impact does self-service have on your existing channels and staff? In this session, join Christian Szilagyi of Calabrio as we explore modern strategies for empowering staff in existing channels to self-optimise and accelerate the self-service program, too.

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Conversation volumes and customer expectations keep rising while support teams have to choose between the impossible: staying personal with customers or being efficient as a team. This case study session will show you how mobile virtual network operators, SMARTY, chose both. SMARTY implemented automated chatbots and self-service support to manage the sharp increase of 56,000 monthly customer conversations while continuing to create the same, conversational experiences their customers expected.

• Understanding how self-service can help scale your customer support
• Reviewing the improvements to conversational support with messenger based communication
• Discussing how chatbots saved SMARTY 7,000 support team hours last year

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Every now and then humanity makes an evolutionary leap, although it is usually only with hindsight that we recognize these moments. 

During the Industrial Revolution work moved from the farm to the factory. In 2020, work moved work from the physical world to the virtual world.  

In the virtual world, how we connect, build communities, experience each other and ourselves is altered. Even our experience of time and space is changed. Tim will explore the impact of this shift and expand on some of the skills, tools, and tactics that will help you and your team thrive in the new virtual world of work.

• What the important differences are between workplaces (physical) and workspaces (virtual)
• How the experience of time in the virtual world impacts worker wellbeing and productivity
• What are the 3 Levels of Remote Working maturity and how leading organizations are enabling employee success in the virtual world?
• How organizations can reduce the experience of employee loneliness and improve wellbeing
• The key leadership practices that improve the connection between virtual team members

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