AI as Friend, Not Enemy- Understanding How AI Helps the Agent Improve Customer Satisfaction and CX
Thursday Mar 16, 12:00 PM – 1:00 PM EDT — RECORDING
Contact centers are under growing economic pressures to be more efficient while staying customer-focused. Hiring and training agents to deliver consistently high levels of customer experiences is expensive and time-consuming. In addition, your customers want their questions and issues addressed quickly and accurately. If you are lacking the ability to gather and measure insights, you are likely losing out to the competition when it comes to customer satisfaction.Join this webinar to learn how artificial intelligence (AI) can be the contact center agent’s “friend,” by:
- measuring agent behaviors that matter most to CSAT
- providing objective scoring on every agent interaction
- uncovering areas for process improvements
- achieving measurable ROI on metrics such as: non-talk time, AHT, and reduced repeat contact, shorter calls, and much more.
Presenters:
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Brooke Phillips, Senior Product Marketing Manager, NICE
Brooke is a senior product marketing manager with over 15 years of marketing communications experience in b2b technology. Her industry marketing experience includes advertising/media, intelligent transportation services, and business consulting. At NICE, she is focused on product messaging and positioning for customer engagement analytics and Enlighten AI.
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Nick DelleCave, Advisory & Emerging Services Manager, NICE
Nick leads our CEA Customer Success team in the Americas. He has 15 years of NICE solution experience and brings a wealth of Industry Best Practice knowledge and expertise. His tenure has included multi-million-dollar ROI and savings strategies that have successfully led our customers, both large and small.
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