Unlocking Value in Contact Centers with Brad Cleveland

Summary

In this conversation, Amas Tenumah, Bob Furniss and Brad Cleveland discusses the three levels of value that contact centers create: efficiency, customer satisfaction and loyalty, and strategic insights provided by AI. He emphasizes the importance of these levels in improving products, services, and processes.

Takeaways

there's three levels of value that contact centers create Level one is efficiency customer satisfaction, loyalty, if we do a good job it's the strategic insight that AI can provide it can still tell us, hey, here's a trend I'm seeing Here's an opportunity to improve products and services AI doesn't have to be perfect to provide value Strategic insights can drive business improvements Understanding trends is crucial for growth Contact centers play a vital role in customer experience

Titles

Unlocking Value in Contact Centers The Role of AI in Customer Service

Sound bites

"Level one is efficiency" "customer satisfaction, loyalty, if we do a good job" "it's the strategic insight that AI can provide"

Chapters

00:00 Introduction to the Contact Center Show 00:27 AI and Its Impact on Customer Interactions 00:31 Future Jobs in the Contact Center Industry