NICE Webinar: Evolution of the Intelligent Contact Centre скачать в хорошем качестве

NICE Webinar: Evolution of the Intelligent Contact Centre

https://www.nice.com/ The evolution of intelligent contact centres has been marked by a transition from traditional, manual operations to advanced, technology-driven environments. The most significant transformation has come with the adoption of artificial intelligence (AI) and machine learning (ML), revolutionising the way contact centres operate. This shift towards AI and data analytics is not just about efficiency; it’s increasingly focused on improving the overall customer experience. Now, contact centres sit on a precipice. Looking forward, we can expect the industry to advance further with predictive services and deeper automation, continuing to innovate in customer service and support. In this webinar we'll discuss how: • Contact centre technology strategies need to address the smart use of technology to get the most out of human agents for better customer experience. • Automation and AI doesn’t replace human agents, it enhances the experience; giving high-volume tasks to AI liberates agents to contribute to higher-value interactions. • Leveraging AI and automation helps to augment the agent experience while reducing cost, attrition, cognitive load, and churn, while improving customer retention. • Through improved, best-in-class CX, you grow business revenue and reduce customers leaving when loyalty is at an all-time low. Original broadcast date: 19 March 2024