Welcome

AI in action: Elevating contact centre performance and efficiency

Wednesday 20 November 2024, 12:30
Hosted on Zoom

In the rapidly evolving landscape of contact centres, AI-powered automation is emerging as a critical tool for enhancing operational efficiency and customer satisfaction. This webinar will provide an in-depth look at how AI can be strategically integrated into contact centre operations to automate routine tasks, allowing agents to focus on more complex and engaging responsibilities. By leveraging AI, organisations can not only streamline processes and reduce costs but also significantly improve the overall customer experience and agent job satisfaction.

This National Technology News roundtable sponsored by NICE will discuss the strategic benefits of AI in contact centres, with expert speakers look at how automating routine tasks can allow agents to focus on more complex and engaging work – improving both productivity and job satisfaction.

Participants will gain insights into balancing AI-driven efficiency with the need for a personal touch in customer interactions. The discussion will also cover the cultural shifts required to support AI integration, ensuring that agents feel confident and supported. By fostering a collaborative environment, organisations can successfully transition to an AI-augmented workforce, enhancing both employee and customer satisfaction.

Topics for discussion

• Integration of human agents and AI technology within modern customer service operations

• Organisational change and cultural evolution required for AI integration

• Achieving greater efficiency, cost management and service excellence through AI automation

• Implementation challenges and strategic solutions for AI in service centres

• AI-enabled transformation of staff and customer experiences in service environments

• Essential elements of successful AI deployment in service centre operations

Timings for the afternoon:

12:30 - 12:35        Editor's Welcome
12:35 - 13:00        Webinar Session
13:00 - 13:15        Audience Q&A

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