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Better Customer Experiences With agent experience

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Better Customer
Experiences
Start With Better
Agent Experiences:

How AI Can Optimize Contact Center Conversations and
Improve Outcomes

INTERACTIVE WEBINAR

1 August 2023
2 PM ET (11 AM PT)

Presented By:

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WEBINAR OVERVIEW

Focusing on the customer experience has long been the mantra of nearly every company on the planet. Yet, the painful problems of customer service remain — low first call resolution, repeat calls, long wait times, long call handle times, unfulfilled promises, and more.

Fixing what’s broken in customer service requires improving the agent experience along with the customer experience.

To achieve the type of transformational results needed to drive excellent customer experiences, high Net Promoter Scores, superb customer satisfaction ratings, greater revenue, and other strategic outcomes, contact centers are turning to conversational artificial intelligence (AI).

FOCUS AREAS & DISCUSSION TOPICS

How conversational AI and automation enhance and augment agent performance to optimize the experience for both customers and agents

Which use cases have the greatest impact on agent performance and experience and deliver the most improvement in customer satisfaction

Examples of how leading companies have used conversational AI and automation to optimize the experience for agent and customers

Best practices for transforming the agent and customer experience using conversational AI and automation

Meet Your Speakers

Vince Trotter

Vice President of Client Success at National Debt Relief

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Helena Chen

Senior Product Marketing Manager at Uniphore

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Neal Topf

President & Co-Founder at Calzilla

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Muddasir Mohammed Ghouse

Regional Vice President of Operations at MercyOne

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W. Randall Brown

Healthcare Executive | CEO & Leadership Partner | Patient & Community Relations Change Agent | Operational Partner

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Related Resources

AI for Banking Contact Centers: How to Dramatically Reduce the Effort of Managing Customer Complaints
Know more
The Future of Complaints Management: Current Trends and AI Applications
Know more
How AI Can Help Prevent Complaints, Mitigate Risk, and Improve Customer Loyalty
Know more

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Vince Trotter

Vincent Trotter is multi-faceted, performance-driven, and award-winning, Sales, CS & Business Executive Leader with transferable experience in driving business expansion and revenue growth across highly-competitive industries and markets. Vincent has combined his drive for agent perfection, linguistics ability and deep contact center roots with learnings from speech data to become an industry leader in driving Artificial Intelligence and Machine Learning to the forefront of Customer Contact conversations and operations. As a concept-to-completion driver, Vincent exhibits proven excellence in turning around, revitalizing, and optimizing operational processes while facilitating change management across organizations to efficiently achieve goals & objectives. He is an industry leader known for combining corporate experience, employee training expertise, and comprehensive BPO/contact center exposure to drive competitive advantages and differentiated solutions in alignment with customer expectations.

Helena Chen

Helena Chen has more than 10 years of B2B marketing experience leading go-to-market strategies for fast-growth tech startups. As the senior product marketing manager at Uniphore, she brings industry expertise in conversational AI and a passion for connecting customers with transformative technologies. Helena holds a BA in English from UC Irvine and an MBA from Carnegie Mellon University.

Neal Topf

Neal Topf is the President and Co-founder of Callzilla. Neal takes great pride in leading his team and fostering an Employee-centric, Customer-centric, and Client centric culture. Creating environments that leverage human talent (people and process) with technology to forge analog and digital transformation is how Neal dedicates much of his attention. Neal enjoys his role in the CX community, most recently serving as an Executive Board Member and Treasurer of SOCAP, the Society of Consumer Affairs Professionals. And in his personal time, Neal’s favorite pursuits are spending time with his son, his imperfect golf game, and the professional football team in Washington DC that will finally become a Super Bowl contender in the next five years now that the team has been sold to a new owner!

Muddasir Mohammed Ghouse

Muddasir Mohammed Ghouse, MD, FACHE, is regional vice president of operations, MercyOne Health System based in the state of Iowa, United States with services in the surrounding states of Illinois, Nebraska and South Dakota.

Before Muddasir assumed his current role, he was Executive Director of Operations, MercyOne Siouxland, Sioux City, Iowa. Previously, he served in multiple leadership positions at Jackson Health System, Miami, Florida, including director of operations, director of quality and patient safety, and health services administrator. He has also served as director of operations for Medical Diagnostic Services, Chicago, Illinois.

Muddasir is board certified in healthcare management and a Fellow of the American College of Healthcare Executives (ACHE). He also completed an executive program offered by the ACHE in 2021.

Muddasir earned a doctor of medicine (MD) from the International University of Kyrgyzstan, a Master of Business Administration (MBA) from Western Governors University, Salt Lake City, Utah, a Master of Public Health (MPH) and a graduate certificate in healthcare risk management from Florida International University, Miami, Florida. He is a Certified Healthcare Financial Professional (CHFP) with the Health Financial Management Association (HFMA) and a Certified Correctional Health Professional (CCHP) with the National Commission on Correctional Healthcare (NCCHC).

W. Randall Brown

High-achieving Executive Partner/Strategic Change Agent with over 20 years of solid Healthcare leadership experience within a major healthcare system. Proficient at fostering positive relationships with key stakeholders including, physicians, employees, management teams and communities. A well-balanced Executive Leader who communicates effectively at all levels from staff to board members. Patient Experience Ambassador and partner with Service Excellence Teams, Employee Engagement Committee and Physician Leadership Council.

Brian Saylor

As an experienced change leader in the banking industry for 26 years. Brian has worked in various leadership roles in retail community banking, marketing integrated strategic sales leader, and currently is the Director of the Sales and Customer Contact Center. Educational background includes a degree in Finance and Marketing, PMO certification and is an alumni of the University of Maryland and Wharton Business School. Brian will share industrial insights and best practices on how to optimize your contact center through investments in technology and people.

Amber Stutzman

For over the last decade, Amber Stutzman has worked in the financial industry developing leaders and member experience through feedback. Currently, as the Member Loyalty Manager for Oregon Community Credit Union, Ms. Stutzman is implementing a voice of the member feedback system and NPS analytics program, into the organization’s strategic initiatives. This program encapsulates maximum recovery of close the loop feedback efforts, maintains complaint management requirements, and provides a guiding “member-first” approach to maximizing action plans which enable the leadership to make the best decisions for the membership. She specializes in designing collaborative business processes to simplify large Net Promoter Score (NPS) data sets, discover trends and summarize key findings through analysis to better experience. Ms. Stutzman began her credit union career as a teller and working her way through various departments, including Retail, Marketing, Business Intelligence and Learning & Development. Her knowledge and specialty lie in the building strong performing teams, so leaders and individual contributors understand and can provide high-impact feedback to better improve leader/team dynamics and operational excellence. Her strong technical background allows her to connect on both a personal and system level. Satisfaction in her role comes from her ability to empower and enable leaders to develop sustainable processes utilizing feedback to product result, all while maintaining exceptional levels of service. Prior to financial services, Ms. Stutzman worked as a television producer and on-air talent for several television and radio affiliates in Denver developing a core expertise of storytelling with metrics and data to advance and enhance narratives. She earned an BA from Colorado State University. In 2013, Ms. Stutzman received her Net Promoter® Associate certificate and more recently received both her Lean Six Sigma yellow/white belt and Gallup Strengths Coach certification in 2019. In her spare time, she enjoys coaching and developing leaders, ballet, volunteering, and outdoor activities like trail running and golf. Her top 5 CliftonStrengths talent themes include: Individualization, Arranger, Strategic, Learner and Achiever

Robbi E Armstrong

As Vice President and Group Product Manager over Conversational AI at KeyBank, Robbi is responsible for leading a cross-functional team of product managers, engineers, designers, data scientists and analyst to develop Conversational AI capabilities across the organization. Robbi and her team are transforming the client experience through the introduction of an omni-channel platform across voice and chat. She has over 20 years’ experience leading technology initiatives in the financial sector with a proven track record of driving customer value and business growth. Robbi is passionate about exceeding client expectations by augmenting human interaction with the right technology.

Kim West

Kimberlee leads a team helping to bridge the gap between humans and machines using voice, AI, and automation to ensure that every voice, on every call, is truly heard. With over 10 years of experience in B2B and B2C marketing, Kimberlee has a deep understanding of the importance of customer service and shares practical guidance on how companies can use technology to prioritize both customer and employee experience.