Date(s) - 27Apr
10:30:00 - 12:00:00
The pressure on service organizations to provide an excellent contact centre experience is coming from all sides – in particular in the BFSI sector.
The mounting pressure on contact centres in the financial sector is contributed by constant agent attrition that replacements often take time to come onboard. Financial services companies typically offer a wide range of services, agents need instant access to detailed information so they can address varied, often complex requests — quickly. And savvy financial services customers expect experiences that are tailored to their needs and preferences — no matter how they interact with your brand. Something has to be changed to keep standards high, customers happy and the agents’ job more enjoyable.
In this webinar, you will learn the latest in agent assist capabilities to reduce their onboarding time, minimize costly error rates, improving operational efficiencies – including real-time agent guidance, dynamic scripting, contextual knowledge and trigger-based recommendations.
The webinar features keynote sharing; panel discussion and Q&A session. Speakers and panelists are experienced contact centre practitioners from reputable organisations. The webinar will be conducted in English.
Please refer to the event details for more information and Register Now!
Topic: Driving smart and result driven first call resolution with AI & Automation
Speaker: Ms. Veda Menon – Vice President, Uniphore
Mr. Chris Tsang – Vice President, DBS Bank
Mr. Tony Yim – Senior Director, Customer and Distribution Contact Centre, CRCC, Manulife
Moderator: Ms. Jennifer Cheung, Head of Direct and Servicing, AXA
10:15 – Registration
10:30 – Opening address
10:40 – U Assist with Desktop Automation
11:00 – Q&A
11:10 – Panel Discussion – Challenges in Automation Journey
11:45 – Poll questions
11:50 – wrap-up
Bookings are closed for this event.