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Webinar: “Extreme self-service” - Automation-first customer service strategies to prepare for a downturn

Digital transformation was already a top priority for contact centers, and recent events have heightened the urgency.

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This FREE webinar was recorded on:
June 24, 2020
02:00 PM - 03:00 PM EST

Digital transformation was already a top priority for contact centers, and recent events have heightened the urgency. CCW Digital research confirms increasing online engagement (including AI self-service) as the #2 response to the COVID-19, behind only the new emphasis on work-from-home.

The focus makes sense: online channels help companies provide an efficient, consistent support experience as volume surges, agents adapt to new environments and budgets tighten. If, that is, they are used correctly.

This webinar will reveal how to implement an “extreme self-service” approach to keep customers happy and agents productive in times of such uncertainty.

Topics include:

  • Redesigning journeys to shift phone volume to chat and messaging
  • Reducing 70% of ticket volume through effective use and bots and AI
  • Determining when to use bots and when to use agents
  • Creating seamless, customer-centric hand-offs between AI and human employees
  • Using AI to guide conversations and improve agent productivity

Presenters:

Brian Cantor
Principal Analyst & CCW Digital Director
Customer Management Practice
Mukesh Mirchandani
Global Head of Solution Engineering
Freshworks
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.
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