Technology - Virtual Roundtable

The best defense is a good offense: transform your customer service organization into a proactive force

27th July 2020 | 10:00am ET
How can you transform your contact center into a proactive force to mitigate risks, resolve problems faster, and improve both the agent and customer experience?

In a time where customer service can make or break a business, companies that leverage data and AI insights to move beyond reactive service – will stand out from the rest.

For many financial companies, this is an opportunity to conduct an introspective re-evaluation of their contact center. By improving business processes and implementing new technologies, companies can transform their contact centers into departments that provide proactive and preventative services to their customer base. So, how can your contact center keep up with demand in an ongoing pandemic? How can agents find and digest all the information they need? How can you predict customer needs and find a suitable answer for a customer that has a unique case?

Join IBM and a select group of industry thought leaders to discuss how to transform your customer service organization into a proactive force to mitigate risks, resolve problems faster with accuracy, and improve both the agent and customer experience.

Discussion Topics

Are you leveraging predictive AI to mitigate risks and predict customer needs?
Do your contact center agents have a hard time finding and digesting all the information they need?
How are you creating a seamless customer experience and building trust?
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