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!