The Automation Challenge: How are businesses using automation and data analytics to transform customer experience and improve call centre employee engagement?  

Sponsored by NICE
Wednesday 6th April 2022
Zoom

As hybrid working becomes businesses as usual, many businesses are exploring ways to support their customer contact centre staff and customers in the shift to the virtual contact centre.

Customers now expect a range of communications channels, blending self-service, chatbot interactions and 24/7 customer services support tailored to their needs, with the option to speak to a human agent as standard. To meet this challenge, customer services agents require real-time data and granular detail on customer queries to ensure they can deliver the best experience possible.

However, the pace at which automation technologies and data analytics are being adopted is not quick enough to meet demand, leaving staff without vital insights and resulting in frustrated customers who call when the chatbot says ‘no’ only to find that the agent can’t answer their query. Needless to say, the cost of this friction is counted in disgruntled online reviews and waning customer loyalty.

As a result, many businesses are stepping up their integration of robotic process automation (RPA) for manual processes and workflow efficiencies, while AI-driven data analytics and desktop process mining tools are providing agents with the information and skills training they need.

This roundtable with senior industry peers will look at the potential of automation and AI to transform the customer services contact centre and support staff with the insights they need to improve customer experience in the digital age.

Topics for discussion:

•How advanced are companies in adopting desktop analytics tools and how has the shift to hybrid working changed workflows for customer services employees?

•How are customer expectations changing when it comes to digital customer services and what role can data play in making interactions more personalised?

•How are AI and automation changing workplace processes in the front and back office through digital tooling and using data to spot patterns and drive efficiencies?

•Is it now possible to automate the entire customer journey through self-service or will there always be a role for human agents?

•How are companies using new technologies to derive insights from customer interactions to improve employee engagement and change staff onboarding and skills training in the hybrid workplace?

•What are the limits of automation in the current context, and what does the future look like for automation and analytics?

Timings:

12:30 – 12:40   Editor’s Welcome
12:40 – 14:00   Topic Discussion

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