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/ Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.