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All Aboard the Contact Center AI Train: Making the Case for Value


All Aboard the Contact Center AI Train: Making the Case for Value

Air Date: May 12, 2021
Time: 2 pm ET
Presenters:

Lisa Hotchkiss , Roy Atkinson

Moderators: Megan Selva
Sponsor:
NICE Cxone logo

Watch the webinar video below.

Mention the words “artificial intelligence” in a contact center and you’ll likely see a lot of furrowed brows. From agents who might think that AI will take away their jobs. From managers who might worry that AI could hurt customer satisfaction. From an IT department that might be concerned about the time and people (and money) required to implement and manage AI. And from the senior leaders who might question whether investing AI will actually improve the company’s bottom line.

AI is the engine driving contact centers toward new ways of working, enhanced agent and customer experiences, and greater value to the organization. It’s not an obstacle to avoid; it’s a bridge to cross. So, how do you address everyone’s (very valid) concerns and get them all aboard the AI train?

Join Roy Atkinson and Lisa Hotchkiss to learn how you can build a business case for implementing AI in your contact center. They’ll cover:

  • Unpacking the state of AI today
  • Understanding where and how AI delivers value across the contact center
  • Addressing stakeholder concerns
  • Transforming AI doubters into champions

Reserve Your Spot!

Presenters
Lisa Hotchkiss
Lisa Hotchkiss
Principal Solutions Marketing, NICE inContact

Lisa is the marketing lead for NICE inContact Solutions, CRM Integrations and the DEVone Partner Ecosystem. She brings more than 20 years of experience working for leading contact center technology companies in various roles, including product line management, communications, and marketing.

Roy Atkinson
Roy Atkinson
CEO and Principal Advisor, Clifton Butterfield, LLC

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.

His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.



Moderators
Headshot for Megan Selva
Megan Selva
Group Content and Training Director, ICMI and HDI

Megan Selva is the Group Content and Training Director for ICMI and HDI. In this role, she is responsible for managing both brands’ overall content and training strategy, ensuring that our content – across all products, services, partnerships, and programming – meets the educational and professional needs of the contact center, service management, and technical support communities. Prior to taking on this role, Megan managed the content teams and the editorial and sponsored content strategy across HDI and ICMI, published SupportWorld magazine for HDI, edited instructional content for HDI’s training division, and served HDI’s community directly as a Member Services Representative in the Customer Care Center. She has been with the business since 2006. Megan received her MPS in publishing from The George Washington University and her MA in history from the University of Guelph.

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Topics: AI