Richard Spencer

Chief Customer Experience Officer Business Australia


Thursday, February 25th, 2021

9:30 AM Developing the “Liquid” Workforce that Seamlessly Marries Technology, Automation and Human Agents with CX

On a path to develop the omni agent who can do it all, this panel of expert speakers will address the way digital transformation, AI and humans can complement each other for the future, disruption-proof contact centre.

Part of this transformation incorporates the need for organisations to lift and shift their current technologies so it aligns with customer expectations, as well truly understanding the full capabilities of the services they have.

Learn how we need to stop separating people with automation, and how the future contact centre will be one that has it all!

Creating and supporting the superhero agent that can

pivot their roles in times of change

  • Using upgraded text to speech analytics to drive decreased call volumes
  • Using a more sophisticated approach to direct customers to the right channels within in-house and outsourced centres for faster call resolution
  • Giving your frontline agents a full, transparent view of how the contact centre truly works in order to marry people with technology