"The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service

Advice from a Call Center Geek!

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𝙏𝙝𝙚 𝙍𝙤𝙤𝙢 𝙒𝙝𝙚𝙧𝙚 𝙄𝙩 𝙃𝙖𝙥𝙥𝙚𝙣𝙚𝙙"
NICE's remarkable team flew Tom to New Jersey at the White Eagle Hall, to step into "The Room Where It Happened," their exclusive video series that casts a spotlight on the pulse and prospects of Customer Experience (CX). There, Tom's own audio narrative brought to life what we regard as one of our most compelling podcast episodes and one of our all time personal favorites!
In "The Room Where It Happened," our podcast dives into the transformative role of AI in contact centers, showcasing its capacity to streamline traditional roles and pave the way for innovative practices. Tom provides insight into the future of quality assurance and the unique opportunities AI presents for BPOs to differentiate themselves. The discussion culminates powerfully, drawing from Tom's tenure at Expivia, demonstrating how integrating AI with a focus on people can greatly enhance staff retention and customer relations, paralleling the influential outcomes crafted in history's most notable CX rooms.
Discover exceptional, AI-driven contact center outsourcing with Expivia.
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Kapitler

1. Call Center Operations and Analytics (00:00:00)

2. AI Future in Contact Centers (00:11:50)

3. Evolving Contact Centers (00:15:05)

4. The Evolution of AI in CX (00:23:10)

5. The Importance of Technology in CX (00:28:54)

6. Utilizing Technology for Improved Customer Experience (00:36:52)

7. Technology in Contact Centers (00:40:09)