AI in contact centers trends with Nerys Corfield

This immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.

00:00 Introduction

02:00 Welcome Nerys

05:30 Managing contact centres - what did they get right?

07:40 Barriers to getting things right

12:00 Mandating self service options

16:25 The voice channel

25:00 Better service models

31:15 What the future of the market looks like

36:40 Labour market in contact centers

49:50 Context of conversations

57:00 Responsible AI

1:00:20 The next 12 months

1:01:50 Outro

Vist Nerys LinkedIn here - https://www.linkedin.com/in/neryscorfield/

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