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The Present and Future of Contact Centers: Blended Intelligence

The Present and Future of Contact Centers: Blended Intelligence

Air Date: July 22, 2020
Time: 2 pm ET

Martha Walchuk , Doug Tedder , Matt Kravitz

Moderators: Roy Atkinson

Watch the webinar video below.

Join us on Wednesday, July 22, at 2:00 PM ET for an interactive and informative hour where we will discuss how technology and human creativity and human problem solving skills. What we call Blended Intelligence.

This year created a “perfect storm” for contact centers. The onset of the current pandemic changed the way we work, interact, and do business. It also changed life dramatically for our customers, creating a surge in contacts. With agents ramping up to working from home and customers clamoring for assistance, emerging technologies such as AI and automation are helping to fill the gaps.

By removing the repetitive work from agent’s queues, technologies help improve both the agent and customer experience, but there’s also a flip side: With many of the simpler “one-and-done” contacts being handled by self-service, chatbots, and customer-facing knowledge, agents are left with more complex cases. These cases often require tools to minimize time spent searching for information as well as the assistance of those with specialized knowledge.

Using both technology and human creativity and problem solving skills is what we call Blended Intelligence.

In this webinar you will:

  • Learn some of the ways technology is helping now, and will continue in the “new normal”
  • Learn how AI and case swarming can accelerate resolutions
  • Learn good practices for applying these techniques now

Who Should Attend:

Contact center directors, managers, and leads who need a better understanding of how technology human intelligence combine to provide the best experience for agents and customers.

Reserve Your Spot!

Martha Walchuk
Martha Walchuk
Senior Director, Service Cloud Product Marketing , Salesforce

Martha Walchuk is Senior Director, Service Cloud Product Marketing at Salesforce, where she has worked since 2010. She currently leads the product marketing team focused on AI for Customer Service. Connect with her on LinkedIn.

Doug Tedder
Doug Tedder
Principal, Tedder Consulting LLC

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA. Follow Doug on Twitter @dougtedder.

Matt Kravitz
Matt Kravitz
Head of Technology, Viewer Experience, Hulu

Matt leads the technology teams and external partner relationships that innovate to transform and personalize the Service Experience for Hulu viewers. In his three and a half years at Hulu, Matt has been instrumental in transforming and launching Hulu’s Communities, Omni-Channel capabilities, and AI technologies.

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.

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Topics: Customer Experience, AI, Best Practices