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AI & The Agent Experience

29 Nov 2023
Employee & Customer Experience Theatre
Contact Centre Operations & Efficiency , Workforce Management & Training

The importance and value of live interactions between customers and contact centre agents is on the rise. As automation does more and more of the heavy lifting, agents will spend their time with those customers who really need the human touch. Pete's session will discuss how AI can help you to meet and exceed customer expectations by keeping your people motivated, energised, efficient and effective.

Key Takeaways:

  • The agent view - their needs, fears, frustrations and motivations.
  • What agents really need from you.
  • An overview of how AI is applicable to the contact centre agent experience.
  • How AI can support your people to be the best they can.
  • The art-of-the-possible based on real use cases.
Pete Brown, CX & Customer Engagement Expert - Cisco