CCMA Event | 9.30am Tuesday 29th January | Louis Fitzgerald Hotel
Join Welltel and guests for a business breakfast event.
Speakers: Jonathan Wax (The Contact Centre in 2020), Erica Mackay (Customer Case Study) and Damien O'Rourke (The Contact Centre in a Digital Age)
Louis Fitzgerald Hotel | 9.30am | Tues Jan 29th
Since the early 1980s, Contact Centre technology vendors have promised to improve the efficiency of agents, whilst improving customer service.
Despite this, we still have a large agent population selling products, supporting and delighting customers.
The current wave of AI and Automation-based solutions promise to deliver yet more improvements, but will they deliver?
This session will review the current state of “automation” technologies and look at the role of your agents over the coming years.
Speakers: Jonathan Wax (The Contact Centre in 2020), Erica Mackay (Customer Case Study) and Damien O’Rourke (The Contact Centre in a Digital Age).
Join Welltel and guests for a breakfast event from 9.30am Tuesday 29th January at the Louis Fitzgerald Hotel
|Arrival||09.30am||Full Breakfast, Tea and Coffee|
|Introduction||10.00 am||Intro – Dorothy O’Byrne|
|Speaker 1||10.05 am||NICE – The Contact Centre in 2020 – Will there still be room for agents after AI and Automation? – Jonathan Wax (VP EMEA – Nexidia)|
|Speaker 2||10.45 am||Case Study– The Truth about Deploying Speech Analytics: the good, the bad and lessons learned – Erica Mackay (Marketing Director – 4Life Direct International)|
|Speaker 3||11.20 am||Welltel – The Contact Centre in a Digital Age – Damien O’Rourke (Senior Consultant – Welltel)|
If you have any questions or wish to contact us about this event please email email@example.com and we will be happy to answer your query. Should you wish to contact the hotel about the event details are listed below.
Dublin, D22 X5N7