CCMA Sponsor Event WellTel The Contact Centre in 2020 Will there still be room for agents after AI and Automation?

Date: 29/01/2019

Venue: Louis Fitzgerald Hotel, Naas Road, Newlands Cross, Dublin, D22 X5N7.

Since the early 1980's, 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.

Join Welltel and guests for a breakfast event from 9.30 a.m.

Speakers at this event will be:

  • Jonathan Wax, The Contact Centre in 2020.
  • Erica Mackay, Customer Case Study.
  • Damien O'Rourke, Irish Market Focus.

The agenda is as follows:

9.30 a.m.  Breakfast and Networking
10.00 a.m.  Opening - Dorothy O'Byrne, Managing Director CCMA.
10.05 a.m.                              NICE – The Contact Centre in 2020 – Will there still be room for agents after AI and Automation?  - Jonathan Wax, VP EMEA – Nexidia. 
10.45 a.m.                                         NICE – The Truth about Deploying Speech Analytics: the good, the bad and lessons learned - Erica Mackay, Marketing Director - 4Life Direct International.
11.20 a.m.  Welltel - Irish Market Focus - Damien O'Rourke, Enterprise Business Development Manager, Welltel. 
12 noon  Close 

Please note competitors to Welltel are kindly requested not to attend this event.