The Role of AI-Driven Routing in the Post-Pandemic Customer Contact Era
On Demand

Thursday, July 8, 2021 | 2:00 p.m. EDT

Presenting:

Paul Stockford
Chief Analyst
Saddletree Research
Michele Carlson
Sr. Product Marketing Manager
NICE

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

The COVID-19 pandemic has caused the contact center to compress ten years of industry evolution into a single year.  Now that the dust is settling, it’s time to adapt to new CX realities, including unexpected increases in customer contacts that show no signs of slowing.  This webinar will explore and redefine the balance between voice and digital customer channels while examining the role of artificial intelligence (AI) in meeting customer expectations and improving  contact routing efficiency.

 

Join Paul Stockford, Chief Analyst at Saddletree Research, as he discusses the results of the 2021 survey of contact center professionals and provides perspective on the undeniable evidence that points to the critical role of AI in call routing and customer expectations in the post-pandemic era.

 

In this webinar, you’ll learn

  • The top priorities for contact centers in the post-pandemic era
  • Why the role of AI provides contact centers with greater capacity to adapt to rapid industry changes
  • How evolving call routing with Enlighten AI Routing helps contact centers achieve their goals and improve the customer experience





 




Register for the On Demand Webinar

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