Contact Center Data Analyst Insights on Leveraging AI for the Ultimate Customer Experience


This webinar will take place on:
December 03, 2020
11:00 AM - 12:00 PM EST

For companies striving to remain relevant and competitive in today’s markets, AI can be a game changer when applied to CX. The current volatile climate requires that customer service be rapid, consistent and easily adaptable. When AI is combined with sentiment analytics, CX is truly raised to the next level. Join this webinar to learn from Thomas Schmolke, Interaction Data Analyst for Total Administrative Services Corporation (TASC), how he has been working to use Sentiment Analytics for deeper understanding of agent performance, and how TASC is taking steps to automate their quality program. 

Additionally, learn about the latest research by NICE that has identified 9 key agent behaviors that are empirically proven to influence a customer’s level of satisfaction.  Independent of industry or function, these nine ‘soft skills’ drive an overall “CX score” reflecting an agent’s performance across any given channel of engagement, on every single conversation. Join this webinar discussion on how organizations can leverage AI in the contact center to create extraordinary experiences for their customers. The discussion focuses specifically on:

  1. Sentiment Analytics: Understanding your customers’ experiences
  2. Ensuring your customer service is flexible, consistent and real-time
  3. Future proofing your CX by combining analytics, feedback and business insights

Presenters:

Thomas Schmolke
Interaction analyst
Total Administrative Services Corporation (TASC)

Thomas is an Interaction Analyst at TASC, measuring the customer experience through analytics and leveraging that data to make operational and strategic recommendations to improve it.  He has worked with TASC for 12 years, beginning as a front-line Customer Service Agent then progressing to work in and then lead the escalation resolution team, and then supervise training and quality for the Customer Care department.  He is an expert in the compliance and administration of COBRA, and Section 105 and 125 tax-advantaged health plans. Thomas holds a B.A. in English and Latin from Cornell College

Abby Monaco
Senior Product Marketing Manager
NICE Nexidia

As Senior Product Marketing Manager for NICE Nexidia, Abby brings over 19 years of experience in product management and marketing direction in software and technology. She plays a key role in articulating and promoting the value and competitive advantages of NICE Nexidia’s Customer Engagement Analytics Framework, which delivers a full spectrum of business insights across entire organizations.

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