september, 2020

22sep10:20 AMCase History Zone 4: Intelligent Automation: Simplifying Complex Customer Interactions for the Agent10:20 AM Fab Facilitator: Scott Merritt, Vice President, Global Head of Automation, Jacada

Event Details

The race to perfect customer experience left the employee behind. The self-service experience is simpler, automated and more intuitive. Employees, on the other hand, are dealing with product and service complexity while battling cluttered desktops and manual processes. Failure to recognize the link between employee and customer experience is costing you customers and profit. Join this session for a discussion on intelligent automation as a way to unburden agents of complexity and optimize customer experience.

Key Take-Aways:

  • Industry insights into the current and future agent engagement landscape
  • Latest trends in intelligent automation technologies for the contact center and their impact on interactions
  • Five best practices you can pursue to optimize your agent and customer experience


(Tuesday) 10:20 AM

Fab Facilitator

Scott Merritt, Vice President, Global Head of Automation & Marketing, Jacada

Speaker Link