Winning CX Gold - How to Earn a “Perfect 10” on Every Interaction

About the Webcast

The meeting discussed the importance of using a single platform with purpose-built AI to improve customer experience, analyze agent soft skills, prioritize development efforts, and accelerate data-driven decision making for organizations.

Highlights:

-        The webinar discusses the importance of providing excellent customer experiences and the negative consequences of not meeting customer expectations.
 -        Using a single platform for all interactions allows for a personalized customer experience and provides agents with instant context from past interactions.
 -        Purpose-built AI trained on customer conversation recordings and digital interactions is crucial for improving customer experience and ensuring brand alignment.
 -        Analyzing agent soft skills through AI evaluation can lead to increased overall CSAT and improved coaching opportunities.
 -        Using AI to analyze customer intents and agent tasks can help prioritize development efforts for self-service options and increase digital resolutions.
 -        There are many benefits of using AI in improving key performance indicators (KPIs) such as CSAT, average handle time, retention, sales effectiveness, and close rates.
 -        AI can be used to augment agents with information and automation, providing real-time guidance and suggested responses based on past interactions and conversational intelligence.
 -        Accelerating data-driven decision making is important for organizations, but it can be difficult when data is siloed across different platforms.
 -        Democratizing access to data across the organization can speed up decision-making by enabling faster access to relevant data.
 -        Generative AI can be used to query databases and ask questions without the need for complex coding or SQL.