Observe.AI - 3 Strategies for Driving Growth Through Your Contact Center
Common Sense Network & Learn

Virtual Wine Tasting with 3 Strategies for Driving Growth Through Your Contact Center

A Virtual Wine Appreciation

October 21st, 2021, Successfully held

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We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

Presented by

Observe.AI

Here’s what we discussed:

In this virtual wine tasting session, the leadership roundtable focused on key ways innovation fuels growth, and the role that speech intelligence plays to provide better customer experiences, quality management and agent coaching.

The discussion was followed by wine tasting event hosted by a master sommelier who took us through wine selections sent to participants in advance.

Agenda

4 PM – 4:05 PM

Welcome and participant introduction

4:06 PM – 4:10 PM

Introduction of Observe.AI executives

4:11 PM – 4:59 PM

Interactive discussion on the topic

5 PM – 5:25 PM

Guided Wine Tasting by a master sommelier

5:26 PM – 5:30 PM

Closing

Solution Expert

Sendhil Jayachandran
CMO, Observe.AI
LinkedIn

Evangelist

Marty Massih Sarim
President and CEO at ERC (Enhanced Resource Centers)
LinkedIn

Here is what we learned:

Shannon Yeats, Senior Vice President, National Operations, Progress Residential

The company owns and manages 70,000 single-family homes across the country and is realizing that as it grows it is going to have to add more self-service and automated options for customer service, especially since it is finding it difficult to hire agents. If it can reduce the burden on its existing staff and improve the customer experience, she would consider that a win.

Kurt Van Dyn Hoven, Sr. Director Customer Success, Land’s End

Blanton’s has about 1,200 hundred customer care agents working at any given time, and that number swells to 2,000 during peak periods. He is focused on developing more self-service capabilities because he believes, that is what the customer is looking for. Those efforts are attractive to him because they reduce operating costs and because he is having the same challenges as others in retaining workers. He has noticed a distinct shift to more digital channels by customers over the course of the pandemic.

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About Observe.AI: 

Observe.AI uses Contact Center AI to transform customer experiences and improve agent performance by helping top brands analyze 100% of customer interactions and streamline quality assurance workflows.

With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.

Participation in this Virtual International Wine Appreciation is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

Here’s what attendees at past events have said:

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