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Enterprise Connect Schedule Viewer

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Click on session titles for full session descriptions. All times noted are in EST.

 

Trouble "Hearing" Your Customers? AI Can Help

Max Ball  (Principal Analyst, Forrester)

Date: Monday, March 27

Time: 8:00 am - 8:45 am

Pass Type: Entire Event Orlando - Monday-Thursday - Get your pass now!

Session Type: Session

Track: Contact Center/Customer Experience

Vault Recording: TBD

No one calls a contact center because they have a problem with the contact center. They call with product issues, billing problems, or a host of other concerns. Contact Centers record 100% of their customer interactions and listen to about 1% of them. In this session we'll discover how AI-based analytics tools allow you to "hear" all of these customer conversations. We will discuss how this insight is being used to improve agent performance, and we'll also provide practical information on how brands are taking these insights beyond the contact center to provide critical product input, help with Marketing campaigns, and improve the voice of the customer efforts. You'll come away more prepared to examine the way AI might improve your insights into customer interactions.

Takeaways:

  • How are contact centers using Analytics and AI today for their internal use?
  • How are different organizations utilizing this information to provide value for their customers?
  • What data have different organizations identified and how have they used this to improve the customer experience?
  • What are the best practices to build a relationships between the contact center and other organizations to provide value for these organizations?