CCMA Members Forum - More automation or more conversation or both? Cormac Murphy Ennovate Consulting

Date: 19/03/2021

Venue: Webinar 11 a.m.

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As more tools become available to equip customer self-service (bots), how should we deploy them and which types of requests should we retain for human contact.  On this webinar hear how an “automation first” approach actually helps your agents to talk to the customers you want to talk to, and how those conversations can be more effective.

Topics to be discussed include:

  •  Automation first – what is it and why it simplifies your C/X strategy
  • Transactional triage – An analysis method to help find what to automate and what to pass to CSR’s
  • CSR’s in a bot world – How should CSR’s and TL’s act differently in a bot-enabled C/X environment

About the Speaker 

Cormac Murphy is a Partner at Ennovate Consulting. Cormac works with organisations to help them improve the quality of their conversations with customers whilst helping team members have a much better work experience.

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