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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:
- How bots, automation, and connected service delivery will impact key contact center metrics
- Insights for identifying where to automate service and how to measure its effectiveness
- Tips for evolving training and hiring strategies to deliver on Next-Generation Service
- Ideas for leveraging data to more effectively resolve operational challenges
Presenter
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Jeffrey
Wartgow
Senior Director Product Management, Oracle
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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.
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Stephen
Fioretti
Vice President Product Management, Oracle
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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.
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Justin
Robbins
Founder, Metric Sherpa
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Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.
Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at www.jmrobbinsassociates.com
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Erica
Marois
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A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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