FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH EXPERT PANEL
ILLUSTRATION PROVIDED BY ADOBE IMAGES
THE CX HIGHWIRE ACT CAN CONTACT CENTERS HOLD ON?
Contact centers have long sought to balance providing loyalty-and-revenue-building excellent customer experiences( CXs) with the costs of supplying them, and with this, supplying superb agent experiences( AXs) to enable CXs.
But in today’ s iffy economy, amidst rising expenses, government policy changes, and with the ever-growing demand for stronger returns from shareholders and stakeholders, this has become a highwire act: with a flimsy net below.
Add to this the push by the C-suite to adopt AI to improve results, the stakes--and the risks--couldn’ t be higher.
To help contact centers carefully move forward, without losing their grip and steps, we reached out to several supplier experts for their guidance.
6 CONTACT CENTER PIPELINE
Our panelists are:
• Raj Balasundaram, Global Vice President, AI Innovations, Verint
• Manisha Powar, Head of Product, Customer Experience Suite, Qualtrics
• Carmit DiAndrea, Director, AI Data Management, NiCE
• Eric Williamson, CMO, CallMiner