Speaker:
Gabriele Masili
Global Chief Technology Officer, Customer Service & Support
Microsoft

Abstract: Are you interested in positioning your contact center as a competitive advantage? One key component is to integrate into your company’s overall digital strategy. But where do you start? This webinar will arm you with best practices and lessons learned to accelerate your digital transformation and enrich your customer experience through the contact center.

Key Take-Aways:

• Guide to how the contact center plays a critical role within a modern digital experience
• Best practices for combining the best of the two worlds: Human Ingenuity and Artificial Intelligence
• Insights into how CX digital transformation will have a longer-term impact on the contact center
• Guide to the self-service options with advanced natural language capabilities
• Case history of TechStyle’s timeline of self-service implementation, including chatbots, social media, and planned applications
• Best practices for reducing non-revenue generating calls to live agents, offsetting volume spikes associated with subscription billing, and leveraging automation capabilities without sacrificing customer experience

Reminder, the 30-minute presentation will be followed by a 30-minute interactive virtual roundtable discussion exclusively for Customer Engagement Leadership Council members.