VIRTUAL WORKSHOP

The AI game-changer: How to turn your agents into super agents

In today's customer-focused world, it's crucial to make the most of AI to free up your agents for complex tasks. While this concept is often talked about, the question remains: are contact centers truly ready to put it into practice? Neglecting this can lead to disengaged employees, operational inefficiencies, and unsatisfied customers. 

Explore the path to empowering a new generation of super agents who excel in intricate interactions, resulting in reduced call times and increased customer satisfaction.  

In this session, we cover: 

• Defining super agents: the essential skills and competencies in the AI era 

• Redefining workflows to meet evolving customer expectations 

• Modernizing coaching and quality management for employee development 

• Overcoming obstacles and empowering agents through AI initiatives 

• Measuring productivity and agent happiness for success. 

Speakers

Kenneth Madrigal

Senior Director, CXM Best Practices

Sprinklr

Brian Cantor

Principal Analyst

CCW Digital

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