10jun11:00 AMStrategic Boardroom: Automation in the Contact Centre – Empowering Agents to Focus on the CustomerCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:00 AM Fab Facilitator: Yoel Goldenberg, Chief Product Officer, Jacada
By its very nature, CX takes a holistic view. While there has been a push of late to improve self-service, the most successful CX initiatives are those that recognise the
By its very nature, CX takes a holistic view. While there has been a push of late to improve self-service, the most successful CX initiatives are those that recognise the importance of simultaneously improving contact centre agent engagement. The same advances that powered self-service – Artificial Intelligence and Machine Learning, Personalisation, Chatbots – all are now being applied to the assisted service channel, giving organisations the ability to deliver a unique hybrid of robot and human automation to fully support customer service complexities
(Wednesday) 11:00 AM
Yoel Goldenberg is a Customer Experience Technology domain expert with over 20 years of experience in this space. In his current role as Jacada’s Chief Product and Marketing Officer, Yoel leads the Autonomous CX revolution.
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