Attend the next Bi-monthly CSSP Meeting – June 21, 2018 at Nintendo of America in Redmond, WA from 2:00 – 4:30 pm.
Wes Pitman of Driva Solutions (works with Bill Price – author of The Best Service is No Service) and Erin LaRue from KellyIT have prepared some amazing material.
Future Trends for the Contact Center
Wes Pitman, Driva Solutions, VP Contact Optimization & Technology
In our business, it seems like everyone is talking about how to re-invent business models in order to meet demanding consumer expectations and to deliver goods and services in more effectively. But how does one sort through and then prioritize the overwhelming number of options and choices that need to be considered to thoroughly address these challenges?
Today we’ll talk about how to clearly identify the challenges and opportunities specific to your organization. This is the first step in determining how to prioritize process improvement along with adding or refining technology tools to optimize and to continuously improve self-service for your Contact Center or Help Desk operations.
Today we’ll talk about how to clearly identify the challenges and opportunities specific to your organization. This is the first step in determining how to prioritize process improvement along with adding or refining technology tools to optimize and to continuously improve self-service for your Contact Center or Help Desk operations.
We’ll next talk about how the technology we’ve been hearing about for years, but skeptical of acceptable performance levels, has now become quite successful. This includes the use of intelligent IVR/IVA, Omni-Channel implementation/integration, Speech/Text Analytics, Predictive Analytics, Visual IVR, and RPA (robotic process automation).
Second speaker: Trends in Hiring and Staffing, by Erin LaRue, KellyIT
A common concern in the world of hiring is speculation that increased automation and process improvement will decrease the amount of jobs available to humans. What is really changing is the workforce and the nature of the jobs that we do.
As an addition to the challenges and opportunities identified during Wes Pitman’s talk we will tie that information into how it affects the hiring, training, and retention of your Contact Center and Help Desk employees.
From there we will discuss trends about the future of hiring such as technologies that are on the rise in hiring demand and how to best use technology in your hiring process.