- Wednesday
- Thursday
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11.00 - 11.30
Patricia Thaine - Private AI
Building Customer Trust in the Generative AI Era
As one of the hottest technological advancements of the moment, ChatGPT has gained both attention and criticism for its privacy implications. This session explores the ethical challenges posed by generative AI and outlines strategies to establish trust in this evolving landscape. Covering topics such as privacy, bias, and GDPR compliance, attendees will gain practical insights to navigate the ethical complexities of the generative AI era and contribute to building a trustworthy AI future.
11.45 - 12.15
Barbara Dondiego - AVOXI
Proactive Disruption: The Playbook for Modernizing Enterprise Voice Infrastructure
Many organizations are transitioning their voice infrastructure to the cloud - But that’s just Step Zero. You can have the best agents, coaching, even the best AI bot, but if your customers can’t hear you clearly on the call - none of it matters. Leading enterprises are truly improving their customer conversations and evolving how they architect, monitor and optimize global voice - leveraging the full capabilities of cloud and advanced analytics at scale. Drawing on real-world case study examples, this session will provide actionable recommendations IT and contact center leaders can implement to improve customer answer rates, call quality and uptime, speed-to-resolution and more.
12.30 - 13.00
Brandon Greene - CCT Solutions
How AI can enhance CX in the call center
"Discover the profound impact of AI on enriching CX within the call center in this seminar. Explore the dynamic ways AI technologies revolutionize interactions, personalization, and satisfaction throughout the customer lifecycle. Uncover strategies to leverage AI-driven insights, predictive analytics, and personalized experiences that foster deeper connections and loyalty. Join us to explore how AI innovations shape a seamless and delightful customer journey experience."
13.15 - 13.45
John Ortiz - MiaRec, Inc.
Revolutionizing Quality Assurance: The Power of Generative AI
We will discuss how generative AI can help your contact center gain complete visibility into your agent performance. We will explore how you can automatically score 100% of your calls with extreme precision and also use generative AI to generate automatic summaries and extract key pieces of data.
14.00 - 14.30
Jennie Norviel - Rubrica Testing
Assessing Language and Communication Skills Before You Hire
The ability to communicate and empathize are critical skills for any agent. Adding a language test to your hiring process adds value in a multitude of ways. But where do you start? Key takeaways: -The importance of including language assessment in your hiring process -How language testing can improve the quality of your candidate pool -Types of language assessments on the market -Questions to ask a potential test provider
14.45 - 15.15
Chris Mounce - Evaluagent
Mapping Mastery: Navigating the journey from new agent to expert
Join Chris as he delves into the agent''s journey, focusing on how you can develop future CX leaders, while ensuring exceptional customer service in the short term."Mapping Mastery" is more than a talk; it''s a blueprint for building the next generation of CX experts. Chris will cover everything from agent training and innovative tech, to empowerment and engagement, equipping you with the knowledge and tools to foster agent growth.
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11.00 - 11.30
Isaac Shloss - Contact Center Compliance
Caller ID Mislabelling & Remediation Challenges | STIR/SHAKEN Updates
Consumers are often told by their phone companies to not answer calls, but bad actors seem to get the warning far less often than those operating in a compliant state. In this session, we will discuss some of the latest developments around STIR/SHAKEN deficiencies as well as guidance from carriers and analytics engines regarding the decisions that lead to blocking and labelling. Learn how you can reach more customers within the framework of the law.
11.45 - 12.15
Greg DeVore - ScreenSteps
Create a Knowledge Transfer Strategy that Onboards Agents 50% Faster
Join Greg DeVore from ScreenSteps to learn how to transfer knowledge to your employees faster. Discover how the Find and Follow Framework drastically reduces new hire dependency, cutting down time to independence for new hires from 12 months to under 30 days. Learn how to design onboarding programs that transfer knowledge quickly, reduce agent stress and attrition, and prepare agents to deal with complexity and constant change.
12.30 - 13.00
Larry Longhurst - VERIDAS
About Deepfakes, Fraud and Voice Biometrics: The secure and user-friendly alternative
In today''s digital landscape, identity security is critical, but often inconsistent. Human factors contribute to 82% of security breaches, highlighting the need for robust authentication. Voice biometrics, experiencing significant growth with a projected market value of $26.8 billion by 2025, offer an innovative, inclusive, and efficient solution. Amid concerns about deepfakes, voice biometrics emerge as a secure and user-friendly alternative, bridging the digital divide for accessibility across diverse demographics.
13.15 - 13.45
Andrew Hill and Jeffrey Guymon - SESTEK
Unlocking Combinations with Conversational Analytics & AQM
Discover the transformative potential of Knovvu Analytics and Automated Quality Management (AQM) in enhancing customer and employee experiences. This session provides actionable strategies to harness conversational analytics and AQM tools for unparalleled CX & EX outcomes.
14.00 - 14.30
Namratha Nandagopal and Joshua Schechter - Amelia
Transforming Customer and Guest Experience with Conversational AI at Scale
Step into the future of customer engagement as you learn the secrets to transforming your contact center into a dynamic and intuitive powerhouse. Discover how to elevate your customer interactions to unprecedented heights with fewer call transfers, improved wait times and resolution time, reduced agent workload, and increases in both customer and agent satisfaction. In this session, we’ll explore a real-world case study showcasing an organization that has successfully transitioned from traditional systems to intelligent contact centers enabled by AI. From the beginning utilizing digital agents and automation in streamlining internal IT operations, enhancing guest and employee experiences; and now managing the entirety of the call center, learn one organization’s path with Amelia in saving time and money with its revolutionary development and deployment experiences. Key Highlights: -Understand - what was implemented and how this impacted customer experience and the core business benefits. -How – RWLV leveraged AI to create a hybrid approach to customer and guest experience. -Action – Leverage the latest Generative AI to quickly produce End-to-End Resolutions of Complex Tasks. -Learn – Explore the scalability of AI solutions, ensuring they evolve alongside your business needs. Don't miss this opportunity to revolutionize your customer experiences and stay ahead in the competitive landscape. Join us and embark on a journey toward redefining your contact center's potential.
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