The Future of Service: Best Practices for Introducing Automation to the Contact Center
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The Future of Service: Best Practices for Introducing Automation to the Contact Center

Date: August 17, 2017

Time: 1:00 PM Eastern Time

Presenter: Jeffrey Wartgow, Stephen Fioretti


Moderators: Erica Strother Marois, Justin Robbins

Sponsor:

Oracle

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Implementing automation and these new technologies into the contact center isn't easy. Learn about techniques you can use to make it a smooth transition.

What would your contact center be like if you could reduce customer wait times, increase customer satisfaction, and free up your agents to work on the more complicated customer service issues? If you’re like many contact center leaders, this is would be your ideal.  According to the latest research from ICMI, it needs to be more than a pipe dream, as most organizations (52%) now consider the customer service experience to be their primary competitive differentiator. With service overtaking both price and product, you should be asking the question, “how can my organization be sure that we improve our service delivery?”

In ICMI’s new study, Next-Generation Service: The Role of AI, IoT, and Automation in Contact Center Transformation, we explore how the convergence of technology and service is shaping the future of the contact center and outline the trends, strategies, and objectives that organizations are using to prepare and improve their service organization for whatever lies ahead. 

A key finding from the research was the role of automation and connectivity in shaping the contact center’s future. While most organizations do not yet support bots or automation, the research indicates that a major shift is ahead, as 41% of organizations cited an expected increase in their use of bots and AI over the next 12-18 months.  With this shift in service delivery coming soon, it’s critical for customer service leaders to know the fundamental steps to deploying automation within their contact center.

 

Attend this webinar to learn:

  1. How bots, automation, and connected service delivery will impact key contact center metrics
  2. Insights for identifying where to automate service and how to measure its effectiveness
  3. Tips for evolving training and hiring strategies to deliver on Next-Generation Service
  4. Ideas for leveraging data to more effectively resolve operational challenges 
Presenter
Jeffrey Wartgow

Jeffrey Wartgow

Senior Director Product Management, Oracle

Jeffrey Wartgow is on a mission to harness the knowledge of technology users creating a vision of the products of tomorrow. As a member of Oracle Service Cloud product management leadership team, Jeffrey leads customer advocacy programs, partner programs, and works closely Oracle’s development teams to help define the future of Oracle Service Cloud.

Stephen Fioretti

Stephen Fioretti

Vice President Product Management, Oracle

Stephen Fioretti has outbound product management and strategy responsibility for part of Oracle Service Cloud portfolio, where he drives strategy, product roadmap, customer advocacy, field enablement, press and analyst relations, and outbound go-to-market initiatives.

Moderators
Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Marois is the Community Strategist at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

Justin Robbins

Content Director, HDI & ICMI

Justin Robbins is the Content Director at HDI & ICMI. He’s a customer service expert who’s coached thousands of individuals around the globe on contact center best practices. He’s a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News, Fox News and numerous other media outlets.


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