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AI in contact centers trends with Nerys Corfield
Manage episode 410447685 series 2093893
This immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.
00:00 Introduction
02:00 Welcome Nerys
05:30 Managing contact centres - what did they get right?
07:40 Barriers to getting things right
12:00 Mandating self service options
16:25 The voice channel
25:00 Better service models
31:15 What the future of the market looks like
36:40 Labour market in contact centers
49:50 Context of conversations
57:00 Responsible AI
1:00:20 The next 12 months
1:01:50 Outro
Vist Nerys LinkedIn here - https://www.linkedin.com/in/neryscorfield/
Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/
Hosted on Acast. See acast.com/privacy for more information.
320 つのエピソード
Manage episode 410447685 series 2093893
This immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.
00:00 Introduction
02:00 Welcome Nerys
05:30 Managing contact centres - what did they get right?
07:40 Barriers to getting things right
12:00 Mandating self service options
16:25 The voice channel
25:00 Better service models
31:15 What the future of the market looks like
36:40 Labour market in contact centers
49:50 Context of conversations
57:00 Responsible AI
1:00:20 The next 12 months
1:01:50 Outro
Vist Nerys LinkedIn here - https://www.linkedin.com/in/neryscorfield/
Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/
Hosted on Acast. See acast.com/privacy for more information.
320 つのエピソード
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