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Driving Exceptional CX with AI & Virtual Assistants in the Contact Center

68% of customers do not want to speak to an agent. To adapt, contact centers need the ability to meet customers on their digital channels of choice, while ensuring customers can get their issues resolved quickly and seamlessly as they move across channels.

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This FREE webinar was recorded on:
07 April, 2021
02:00 PM - 03:00 PM EST

68% of customers do not want to speak to an agent. To adapt, contact centers need the ability to meet customers on their digital channels of choice, while ensuring customers can get their issues resolved quickly and seamlessly as they move across channels.

But how can contact centers expand their channel offerings without replacing their existing systems? And what self-service options can they easily introduce to enable a more seamless customer journey, while also keeping agent productivity top-of-mind?

Register for this webinar to learn about:

• The evolution of the customer journey and how it impacts your contact center

• Operational best practices to achieve a balance between CX and efficiency

• Ways to use AI and automation to reduce laborious tasks and streamline escalations

• How to build a personalized self-service experience that’s easy to manage and upgrade.

Join us on Wednesday, April 7th at 2PM ET as our speakers discuss key industry trends and operational strategies to help you handle more customer inquiries with fewer agents


Speakers

Matt Wujciak
Analyst, Staff Writer
CCW Digital

Matt Wujciak is an analyst, digital marketer, and writer for CCW Digital, the #1 global online community and research hub for customer contact and customer experience professionals. Matt’s work has been featured by a number of different publications and NYT, WSJ bestselling authors, Forbes coaches and council members, and C-level executives from fortune 500 companies.

He is known in the CX media world for his industry-leading research and reports, articles and case studies on CX, consumer behavior, UI/UX, digital marketing, performance optimization, customer service, and brand strategy. He also speaks at live events and produces online event sessions, webinars, and podcasts for CCW Digital and associated brands.

Boris Grinshpun
GM of CRM Product Group & Messaging Channels
LiveVox

Boris has 18+ years of experience developing strategy and products focused on driving Customer Engagement and Digital Relationship Management. His specialties include online customer experience, cross-channel enablement, and CRM implementations. Prior to joining LiveVox, Boris was the VP of Strategic Planning and Online Banking at US Bank and founder of Terafina, a leading provider of Omnichannel Sales Solutions with integrated Analytics & Mobile Capabilities.

JIm Lynch
Senior Director of Product Marketing
LiveVox

Jim is currently serves as the Sr. Director of Product Marketing at LiveVox where he is responsible for developing strategy and products focused on driving Customer Engagement and Digital Relationship Management. He brings to the table 19 years of operational leadership experience in contact centers driving growth and CX based on data and customer preference. Prior to LiveVox, Jim served as the COO of The CMI Group, a leading BPO focused on customer care, revenue cycle management, accounts receivable management and omnichannel communication. 

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We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.