AI in contact centers trends with Nerys Corfield

This immersion into the world of contact centre technology
coupled with extensive operational experience has formed the
backdrop to Nerys carrying out regular Contact Centre audits,
Delivering Transformation programmes; Judging prestigious awards
like the European Contact Centre and Customer Service Awards;
Chairing the DMA Contact Centre Council for 3 years and being a
regular on the webinar, keynote and podcast circuit talking all
things Contact Centre.


00:00 Introduction


02:00 Welcome Nerys


05:30 Managing contact centres - what did they get right?


07:40 Barriers to getting things right


12:00 Mandating self service options


16:25 The voice channel


25:00 Better service models


31:15 What the future of the market looks like


36:40 Labour market in contact centers


49:50 Context of conversations


57:00 Responsible AI


1:00:20 The next 12 months


1:01:50 Outro


Vist Nerys LinkedIn here -
https://www.linkedin.com/in/neryscorfield/


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