Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

Eight top AI use cases for contact centres

Published on 05 June 2024

Eight top AI use cases for contact centres

The contact centre is where the big opportunities lie for AI. Here, we have the perfect mix of business appetite, technology readiness and customer value. It’s a nobrainer. This run through should help any contact centre or CX leader understand where and how AI can help you improve customer experience and increase operational efficiencies.

1. Finding the right agent

The first AI application is intelligent call routing. Traditional Interactive Voice Response (IVR) systems, which require customers to navigate through a series of options (“Press 1 for X, Press 2 for Y”), can be replaced by AI assistants, capable of understanding natural language. Customers can simply articulate their needs and the AI will direct the call to the most suitable agent. This not only simplifies the process, eliminating the need for multiple phone numbers, but also significantly reduces call transfers, enhancing customer satisfaction and operational efficiency.

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This article was first published in the 2024 Best Practice Guide - Shaping the Future

To download a full digital copy of the Best Practice Guide, click here.

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Author: Leanne McNamee

Categories: Library, Data, Analytics & Insight

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