Learn how to streamline productivity and efficiency with machine learning and artificial intelligence in this exclusive webinar with expert innovator Paul Weald. Embrace automation, collaborate with new technology, and watch how you can thrive!

1. The NewTech Experience:
Innovation,Optimization, and
Collaboration
November 10th, 2022
11:00 am PST
2:00 pm EST
7:00 pm GMT
Tara Dwyer
Webinar Coordinator,
Customer Contact Central
Paul Weald
Contact Center Innovator
With

2. SuccessKPI is an All-in-One Insight and Action Platform.
Instantly unlock data from multiple disparate sources,
discover insights, empower agents, and enable action with
an all-in-one on-demand platform built with the latest AI
technology for enterprise contact centers. SuccessKPI is an
AWS Contact Center Intelligence solutions partner.
AWS CCI solutions allow companies to add AI/ML to both
on-premises and cloud contact center platforms including
Cisco, Genesys, 8x8, Talkdesk and many more. AWS CCI
and SuccessKPI together, can help address 3 top contact
center challenges using AWS Language AI services: self-
service virtual agents, real-time call analytics & agent
assist, and post-call analytics. Visit this link to learn more:
https://successkpi.com/what-is-contact-center-
intelligence/

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4. Paul Weald
Contact Center Innovator
With
The NewTech Experience:
Innovation,Optimization, and
Collaboration

5. The hierarchy of business improvements
Impact
on CX
Low
High complexity
Low
Automate
I can do it
myself
Choice
It’s quicker now
Multi-skill
Can an agent do
several things in
one interaction?
Where do you start with technology?
Measure
What do we
need to
improve?

6. Mapping to contact strategy
Eradicate the demand at the
‘point of failure’
Digitise the channels to
enable self service and
reduce human steps
Leverage AI to handle
queries on your behalf
Direct the remaining
contacts intelligently
Enable your agents with
smart tooling
Automate manual agent
tasks
Predict and proactively
reach out to resolve before
query arises
Actively listen to the ‘voice
of the customer’ to inform
journey design, contact
routing and agent training
Crowdsource the solution
Offer seamless assisted
channel options
Automate
Multi-skill
Choice
Measure

7. Automation – the role of chatbots
Self-serve has transitioned into automating high volume enquiries
Identify the highest contact reasons where a
known response process exists
Instead of ‘hard coding’ that process into web
site pages – have it handled by a chatbot
And get analytics – on the customer journey and
the resulting containment rate – to enable
continuous improvement
Underpinned by AI / Machine Learning
technology so that new use cases can be
adopted for more ‘varied’ processes

8. Channel Choice
When less is more
Gartner research shows that
resolution rate and CSAT actually go
down if you give the user too much
choice
Why?
• Psychology of the choice paradox –
Barry Schwartz 2004 – too much
choice produces paralysis rather than
action
AI/ML has a key role to play in real time
decisioning that triages the user to the
right channel based on intent and
availability of resources

9. Multi-skilling
Using AI to help agents become a better version of themselves
Capability Outcome How this is achieved
Real time agent
support
Improve agent experience Provide agents with high quality real time transcription of the conversation flow on the agent
desktop, with AI providing in the moment assisted prompts in response to conversation and
current desktop actions
Exploiting a knowledge
base
Drive higher CSAT, faster resolution
and higher conversion rates
Dynamically surface relevant articles to the agent, based on customer intent – using machine
learning models trained by individual agent behaviour and frequently used responses.
Agent Journey
Mapping
Drive higher FCR and reduce agent
effort to resolve the enquiry
Gather event data related to agent actions and correlate the conversation flow to the contact
outcome to uncover process improvements where enquiry is not fully resolved
Agent onboarding Achieve faster agent time to
competency
Enable interactive training sessions, where agents can practice engaging end-to-end journey
flows learning about how their use of desktop tools impacts the Customer Experience
Agent performance Provide every agent with the ability
to perform at the top quartile level
Apply a continuously self-learning AI Model across 100% of the contact centre population to
predict and pre-populate the guidance provided to every agent

10. Measurement across all interactions
Why sampling alone may not be sufficient to understand root causes
Data in World War 2 was extremely important. Aircraft returning from missions
were always examined in detail for damage from enemy fire.
Abraham Wald pointed out that the data that was missing was the most
important. He instructed engineers to fit additional amour to the places where
no damage was recorded. The phenomenon was called survivorship bias.
Aircraft that did not return held the key data to survival. Reinforcing areas that
had no damage data recorded increased the survival rate of the fleet
Through AI/ML you can apply QA analysis across 100% of interactions – to
eliminate the bias associated with call sampling

11. What strategies can we use to train our team in advanced emotional
intelligence?
How can we determine which customers would rather have a fast resolution
versus empathetic chats withAI?

12. Contact center work cultures are notoriously strenuous.Where can tech make
the biggest impact in work culture?
How can we utilize agent feedback in our venture into theAI tech space?

13. Do you feel that working in a remote environment vs. in the office changes how
scripting should be done?
Does this even matter with today'sAI technology?

14. Schedule a 15-minute initial call with SuccessKPI,
and receive a $50 Amazon gift card!
We can also donate the gift card to a charity of your
choice.
https://successkpi.com/contact-us/

15. Q&A
Paul Weald
Contact Center Innovator
linkedin.co.uk/in/paulweald
Tara Dwyer
Webinar Coordinator
/in/dwyertara
www.customercontactcentral.com
mcx.co.uk