Welcome

Transforming contact centres: Innovative AI-driven solutions for enhanced customer experience

Sponsored by NICE
Tuesday 5th November 2024, 12:30
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 National Technology News digital roundtable sponsored by NICE 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.

Attendees 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 leave having gained 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:

Strategic integration of ai in enhancing contact centre roles

AI-driven automation: Boosting productivity, reducing costs, and enhancing customer experience

Challenges and solutions in deploying AI technologies in contact centres

Innovative AI applications transforming customer and employee experiences

Personalising customer interactions with AI-driven insights

Essential training and development for agents collaborating with AI technologies

Timings for the afternoon: 

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