I think it’s really a must-attend event for CX professionals. I’ve gone to other events in the past and this surpasses all of them.
Kimberly Carpenter
Director, Large Business Customer Experience, NRG Energy
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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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
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
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.
Here’s what attendees at past events have said:
A lot of other conferences I’ve gone to are driven off a podium, someone presenting me a solution before they understand my problem. Here I have an opportunity to talk to my peers and learn from them.
Ryan Smith
Sr. Director Care Strategy & CX, GoDaddy
I’m not part of some enormous crowd out there. I’m getting lot of interaction, hearing from people, their own personal stories. Individual examples of how people are leveraging their CX skills in their industry, in their business, in the work that they do everyday.
Nicholas Zeisler
Principal, Zeisler Consulting
Very intimate, Very one-on-one! You are able to really get a lot of candid responses, so we’re getting a ton of value from that and a lot of valuable insights.
Sabrina Sexton
Director, Global Digital Marketing and Customer experience, Stanley Black and Decker.