How the Next Generation of Conversational AI Can Revolutionise your Contact Centre - with David Stone
Secrets To Contact Center Success
Release Date: 11/22/2021
How We Transformed Customer Care at Spark with Digital Adoption - with Dan Cooper
Secrets To Contact Center Success
Dan Cooper is the Head of Digital at Spark NZ. He’s been working in the contact centre industry since the late 90s. Over the past few years, Dan’s lead the transformation of Spark’s customer care with digital adoption.
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Secrets to Customer Support Success - with John Kelly and Jessica Voss
Secrets To Contact Center Success
John is Chief Revenue Officer at SupportLogic, and Jessica runs Enterprise Sales. With over 50 years’ experience between them in the tech side of contact centres, they know exactly what's needed to reduce escalations and operational expenses, and lift CSAT.
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Discover a Supportive Performance Management Approach, Which Helps Your People Reach Their Potential - with Justin Baty
Secrets To Contact Center Success
Justin Baty is the Auckland Cars Regional Manager at Turners Auto Retail. With 9 years’ experience in the business, he’s seen firsthand how the company’s supportive performance management process is highly effective at getting people back on-track and reaching their full potential.
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How the Next Generation of Conversational AI Can Revolutionise your Contact Centre - with David Stone
Secrets To Contact Center Success
David Stone is a Senior Vice President at the conversational AI startup, Curious AI.
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A Smarter Way to Improve Your Organisation’s Customer Service and Experience - with Alex Mead
Secrets To Contact Center Success
With 20 years experience as Chief Customer Service Experience Director at organisations across multiple industries, Alex has discovered many companies have critical parts missing from their customer experience equation, leading to poor outcomes for customers.
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How to Increase Customer Loyalty by Reducing Customer Effort - with Gabriel Mendez
Secrets To Contact Center Success
Gabriel Mendez is an auditor and senior consultant in customer experience processes and technology applications. Based in Mexico City, Gabriel has decades of experience in contact centre data and voice technology, and has been a judge for industry awards in Mexico and Colombia.
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Tips on How to Modernise Your Reporting, To Empower Managers to Make Better Decisions - with Immanuel Joseph
Secrets To Contact Center Success
Immanuel Joseph is the Reporting Manager at Allianz Australia. With a master’s degree in IT, Immanuel has worked in the Allianz contact centre for the past 4 years to modernise their reporting.
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How We Maintain a Positive Work Culture Through Values, and Changes We Made as a Result of Lockdown - with Stephanie Riordan-Edmonds
Secrets To Contact Center Success
Stephanie Riordan-Edmonds is the Head of Customer Service at Southern Cross Health Society. She’s been in the contact centre industry since the mid 90’s, and loves making a difference to customers and her people.
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How to Create Amazing Team Leaders - with Marc Carriere
Secrets To Contact Center Success
Marc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course. With 35 years’ international experience in the contact centre industry, he's managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Centre Managers and Team Leaders.
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Two Critical Steps to Successful Strategy Implementation - with Michael Clark
Secrets To Contact Center Success
Michael Clark is the Principal Consultant at CXTT Consulting. He has more than 20 years experience in the contact centre industry across both the private and government sectors. He helps organisations with their transformations in the CX and technology space.
info_outlineDavid Stone is a Senior Vice President at the conversational AI startup, Curious AI.
With 30 years’ experience in the call centre industry, he’s spent his career working both in contact centre, for outsourcers, and for industry vendors.
Over the past 10 years, he’s seen the evolution of AI in contact centres. Today, he shares how the next generation of conversational AI can revolutionise your centres.
You'll Learn:
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How David gets asked all the time by senior and CX leaders how their centres can take less calls from customers, and his unexpected answer (02:01).
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The way conversational AI can be a bridge from your voice to your digital solution, at a lower price, and deliver better customer experience than an agent (03:11).
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The 3Ps of this new wave of conversational AI, that allows for powerful customer conversations at scale (03:41).
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Why traditional ‘conversational AI’ is neither conversational, nor overly intelligent, and why the next generation of the technology is vastly different (04:26).
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How this next generation of the technology can be deployed within 10 days as opposed to months like traditional conversational AI, at a 10th of the cost (05:57).
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Dave’s mantra for which companies will win in the digital age, and how you can join the winning side (08:21).
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How you can tell when customers are likely to need to call your centre and proactively reach out to them, instead of needing to be able to take voice calls (08:48).
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How conversational AI helps agents be even better, and will never fully replace their role (11:00).
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How Curious Thing was able to able to deploy a solution for a government agency in Australia in 4 days, to make 1.5 million personalised calls (15:19).
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How conversational AI is able to drive a constant loop of innovation, helping you gain better customer insights, and provide more value to them (17:07).