A streamlined consumer experience is critical for customer satisfaction, but it’s what happens on the backend that determines your business outcomes. Companies must be mindful of their internal operations and search for ways to support their team, if they want to offer reliable service and stand out in their market. Empowering employees with the right technology is a key piece of that puzzle.
According to Forrester’s US 2021 Customer Experience Index, companies that focused on improving customer experiences excelled during the pandemic, with 21% of brands receiving a significantly higher score for CX quality. Customers are 2.4x more likely to stay, 2.7x more likely to spend more, and 10x more likely to recommend companies that put the customer at the center of their leadership, strategy, and operations.
However, with the COVID-19 pandemic and stay-at-home mandates across the world, contact centers are inundated with unprecedented call volumes. Contact centers are plagued with higher agent attrition due to stressful work environments, lack of proper training, and disparate systems. Unable to assist customers using in-store employees in the same capacity as before, businesses must now find new and improved ways to leverage their contact center agents for optimized customer service. Increasingly, this means investing in technology and, specifically, in AI.
Join Rob Kassel, Senior Vice President of Product Management at Kore.ai and Kate Leggett, Vice President and Principal Analyst at Forrester, to uncover how to revolutionize your contact center operations without losing your most valuable team members and while maximizing CX and AX (agent experiences). This discussion will include insights on:
- How the pandemic changed customer expectations for engagement
- How conversational AI alleviates agent attrition and creates better agent experiences
- How to get started with conversational AI
- How to measure the success of a conversational AI initiative
- What capabilities you should look for in a conversational AI solution
Rob Kassel, Senior Vice President of Product Management, Kore.ai
Kate Leggett, Vice President and Principal Analyst, Forrester