AI Rudder - How Companies are Solving Call Center Capacity Challenges in 2022
Common Sense Network & Learn

How Companies are Solving Call Center Capacity Challenges in 2022
– A Virtual Wine Tasting Session

March 4th, 2022, 4 PM – 5:15 PM SGT, Successfully held

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Presented by

AI Rudder

Here’s what we discussed:

If your company routinely communicates with a large number of customers, you’ll need a call center full of agents doing mostly high-volume, repetitive tasks. Mistakes and burnout are inevitable.

In this virtual roundtable session, we learned what is voice AI technology and how companies are using it today to automate repetitive calls for collections, sales prospecting and customer verification.

This is what comes after legacy tech like IVR and chatbots; today’s digital-first world requires adaptation to enables businesses to deliver higher quality, efficiency and agent performance. Bring along your questions and challenges on this topic for an engaging discussion with us!

Agenda

4:00 PM – 4:05 PM

Welcome and participant introduction

4:06 PM – 4:10 PM

Introduction of AI Rudder executives

4:11 PM – 4:30 PM

Guided Wine Tasting by a master Sommelier

4:31 PM – 5:10 PM

Interactive discussion on the topic

5:11 PM – 5:15 PM

Closing

Solution Expert

Tom Blackman
Vice President, Head of Global Sales & Success at AI Rudder
LinkedIn

Here is what we learned:

Munnish Banbah, COO, Advance Intelligence Group

• At Morgan Stanley, they were dealing with WFH during the pandemic. The Internet speed is not as strong as it would be in the office. As employees are hybrid, it causes bandwidth inconsistencies.

Bharati Amarnani, Global Customer Support Director, Coda Payments

• To get qualitative data, they depend on agents. Everyone gets lazy at some time. How can a tool drive quality data without needing to analyze each ticket?
• They’ve looked at metrics from an agent point of view. Each agent has a scorecard, but they ask the agents each month what can be done to help them. When they do that, their c-sat and net promoter scores have risen. Empowerment creates a better customer experience.

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.

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.

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