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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

Brian Cantor is the Principal Analyst for the Customer Management Practice. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s series of market studies and special reports. Additionally, he serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals. CCW Digital’s articles, commentaries, infographics, executive interviews, webinars and online events reach a community of over 200,000.

A frequent speaker at industry events, Brian also advises and coaches Fortune 500 companies and technology leaders on their customer experience, brand development and go-to-market strategies.

Mukesh Mirchandani
Global Head of Solution Engineering
Freshworks
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