In the last 12 months, questions around AI adoption in the contact center have changed from if to when to “why haven’t we done this yet?!” But part of the obstacle to incorporating AI into your strategy is the total lack of transparency. When every tech company is claiming to solve all problems, it’s difficult to separate hype from actual value.
This panel brings together two experts who have successfully led AI adoption use cases in the contact center. Paula Kennedy, a thought leader in customer experience innovation who has held key strategic roles at IntouchCX, Concentrix, Sitel Group, TeleTech, and HCL BPO; and Etie Hertz, CEO of Loris, an AI startup using conversational intelligence to improve everything from customer insight to agent performance to quality assurance.
After this discussion, you’ll walk away with:
- The ability to prioritize AI adoption projects with a plan for success
- Clarity on necessary steps and missteps to avoid
- Ways to measure the value of AI adoption while also mitigating risks
The Top Customer Service Quality Assurance Tools You Need In 2024
You have a quality assurance (QA) process for your customer service team, but is it good enough?
Are you:
👉 Struggling to get an overview of agent performance and overall customer experience (CX) quality?
👉 Unable to identify your most common customer service con, despite sifting through tons of customer interactions?
👉 Not providing your customer service agents with the timely feedback they need to improve your customer experience (CX)?
👉 Struggling to scale your current QA process as your number of agents increases?
The Complete Guide To Customer Sentiment Analysis
Your customer support team is the face of your business. If they don’t get their customer service interactions right, you may lose customers. In fact, 96% of customers will leave a brand due to poor customer service. Can you afford this kind of churn? Most businesses can’t.
The good news is that 70% of unhappy customers will stay with a company if customer service resolves their problems. But how do you get this right?
Ensuring Excellence: A Customer Service Audit Checklist
Regular customer service audits are crucial to delivering the best customer experience (CX). Around 80% of customers say that the experience a company provides is just as important as its products or services.
Even if you provide excellent customer service, there is always room for improvement. Audits help you understand which areas of your customer service (CS) you could be better at.
