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How to onboard, empower, and retain agents using real-time guidance, analytics and AI

29 Nov 2023
Customer Satisfaction Theatre
Customer Experience & Engagement , Contact Centre Operations & Efficiency

Finding, training and keeping agents has never been more challenging. Changes in mentality and behaviour, coupled with the adoption of hybrid working and economic instability have created a unique moment of pressure for the contact centre.

In this session, Simon Black, CEO of Awaken Intelligence, will explore what you can do to make onboarding and retaining new agents easier by adopting a unique blend of agent guidance and analytics technologies, and how artificial intelligence will shape the contact centre of the future.

Key Takeaways:

  1. Understand how AI is impacting the everyday lives of agents
  2. Learn how to adapt your process methodology based on your customer user cases
  3. Discover how other contact centres have implemented technology to enhance performance
Simon Black, CEO - Awaken Intelligence