This time, our experts—Łukasz, Sebastian, and Krzysztof—shift the perspective in the discussion about modern Contact Center structures. Instead of focusing solely on technological innovations, we bring the most important element to the forefront: the human being.
During the webinar, we analyze the daily challenges of customer service specialists and demonstrate how to smartly manage a modern support department so that technology serves the people, not the other way around.
Key topics from our session:
- 🟢 The human face of technology - we discuss how to intelligently implement Artificial Intelligence (AI) to act as a virtual assistant that supports the agent, rather than creating a fear of replacement.
- 🟢 The end of "blind omnichannel" - we share our experiences in building cohesive and seamless customer service processes in a world that demands immediacy from companies.
- 🟢 Psychology in the Contact Center - we analyze the mental strain on agents, handling demanding customers, and ways to prevent professional burnout.
- 🟢 Analytics and Quality (QA) - we showcase how to leverage modern tools (transcriptions and language models) for smart coaching and process optimization, based on a 100% call analysis.
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