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. 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
Managing Director, Digital
Customer Management Practice

Brian Cantor is the Managing Director of Customer Management Practice’s Digital division. Driven by a passion for helping brands better empower their employees and more meaningfully connect with customers, Brian oversees research, product development, editorial vision, and commercial strategy for properties like CCW Digital and Customer Engagement Insider. Reaching a community of almost 200,000, these digital properties offer industry-leading commentary, research reports, and virtual event sessions.

Far from a “boardroom manager,” Brian routinely speaks at leading customer contact events and directly engages with global enterprises and innovative start-ups via training and advisory services sessions.

Fun Fact: Brian has impeccable artistic taste, as evidenced by the fact that the first concert he attended growing up was a Baha Men / A*Teens double feature.

Mukesh Mirchandani
Global Head of Solution Engineering
Freshworks