Daniel Hong (VP, Research Director, Forrester)
Date: Tuesday, September 28
Time: 4:15pm - 5:00pm
Pass Type: Entire Event
Track : Contact Center & Customer Experience
Session Type: Conference Breakout Sessions
Vault Recording: TBD
Before AI and ML, before video, AR, and VR, before social/mobile/cloud and every other shiny tech—customer experience was about conversations between the customer and the agent. And now, those person-to-person conversations are more important than ever, as advanced technologies offload more customer contacts to self-service channels--meaning the calls that do reach your agents are likely to be more complex and challenging than ever. So how do you best equip your agents to succeed during these crucial conversations? In this session, a leading industry analyst will discuss the importance of weaving together emotions, understanding, empathy, and agent empowerment—and how to leverage technology for agent assist while not overly mechanizing the interaction. You’ll come away with a better understanding of the most effective tools to help your agents relate to your customers so they can solve complicated problems.