The Evolution of Intelligent Contact Centres Webinar

Date & Time: 19 March 2024 at 13:00

Place: Online

CCNNZ and NICE are pleased to announce an exciting webinar scheduled for the 19th of March, from 1 pm to 2 pm (NZT). The webinar will be hosted by Elias Kanaris, CEO of CCNNZ, and our guest speaker will be Ben Hancock, Manager, ANZ – Digital, Analytics & AI at NICE. Register Your Interest Here!

The webinar will explore the evolution of intelligent contact centres, marking a shift from traditional, manual operations to advanced, technology-driven environments. Originally focused on managing customer calls with limited technological support, contact centres have now expanded to incorporate multiple channels such as email, live chat, and social media, catering to diverse customer preferences.

The most significant transformation has occurred with the adoption of artificial intelligence (AI) and machine learning (ML), revolutionising the operations of contact centres. This shift towards AI and data analytics is not solely about efficiency; it increasingly prioritises enhancing the overall customer experience.

Looking ahead, contact centres stand at a crucial juncture. The industry is expected to progress further with predictive services and deeper automation, continuing to innovate in customer service and support.

During the webinar, we will discuss:

  • The need for contact centre technology strategies to smartly utilise technology to maximise agent efficiency for improved customer experience.
  • How automation and AI complement rather than replace human agents, freeing them to focus on higher-value interactions.
  • The benefits of leveraging AI and automation to enhance the agent experience while reducing costs, attrition, cognitive load, and churn, and simultaneously improving customer retention.

* NICE will give away a $200 Prezzee Smart eGift Card for the best question asked! *