AI in contact centers trends with Nerys Corfield

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Kane Simms
  • Founder and CEO at VUX

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About this episode

We were joined by Nerys Corfield as she delved into what AI in contact centre trends!

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.

In this episode

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

Unparsed, the world’s most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here

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Kane Simms

A strategic AI advisor who, for the past decade, has helped business leaders and product owners transform customer experience using conversational and generative AI.

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