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Join AmplifAI at the Emerging Technologies Summit • April 18-19, 2018 • Dallas, TX

Robert Cowlishaw

The following is an excerpt from EmTech Summit 2018.


What is EmTech Summit?

The University of Texas at Dallas presents its first annual Emerging Technologies Summit. This year, UTD is bringing together innovators, thought leaders, business executives, and regulators to explore how FinTech, Blockchain technologies, and Artificial Intelligence are set to reshape the business and governmental landscape, and even impact our everyday lives. 

 

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Featured Technologies


FinTech

Financial technology (FinTech or fintech) covers the advancement of making financial information and management more accessible for the general public through the use of mobile and online banking, investing services, and blockchain technology.

Blockchain

Blockchain technology, originally block chain, is designed to help secure blocks of information and promote transparency between business transactions. Recent use of the blockchain is seen in cryptocurrency and smart contracts which have reshaped the way many companies are doing business.

A.I.

Artificial intelligence (AI, also machine intelligenceMI) is changing the way we interact with machines. A.I. assistants, service chatbots, and machine learning algorithms are revolutionizing the speed at which we do business and how we explore online.

Benefit
Result
💯
Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
👥
Winning additional client headcount
30% improvement in sales conversion
💪
Retaining talented people
8-point reduction in turnover
💰
Improving financial performance
10% increase in utilization

Summary

The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!

call center coaching cta@0.5x

Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

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