{"version":"1.0","type":"rich","provider_name":"Acast","provider_url":"https://acast.com","height":250,"width":700,"html":"<iframe src=\"https://embed.acast.com/$/5a8145b3ac34577e1adf2624/660d50ea0e32ca00171ef3f2?\" frameBorder=\"0\" width=\"700\" height=\"250\"></iframe>","title":"AI in contact centers trends with Nerys Corfield","thumbnail_width":200,"thumbnail_height":200,"thumbnail_url":"https://open-images.acast.com/shows/5a8145b3ac34577e1adf2624/1712148664968-3433bedc61cb9cbab0692f5b7d6e9f01.jpeg?height=200","description":"<p>This immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.</p><p><br></p><p>00:00 Introduction </p><p>02:00 Welcome Nerys</p><p>05:30 Managing contact centres - what did they get right?</p><p>07:40 Barriers to getting things right </p><p>12:00 Mandating self service options</p><p>16:25 The voice channel </p><p>25:00 Better service models</p><p>31:15 What the future of the market looks like</p><p>36:40 Labour market in contact centers</p><p>49:50 Context of conversations</p><p>57:00 Responsible AI</p><p>1:00:20 The next 12 months</p><p>1:01:50 Outro</p><p><br></p><p>Vist Nerys LinkedIn here - <a href=\"https://www.linkedin.com/in/neryscorfield/\" rel=\"noopener noreferrer\" target=\"_blank\">https://www.linkedin.com/in/neryscorfield/</a></p><p><br></p><p>Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - <a href=\"https://www.unparsedconf.com/\" rel=\"noopener noreferrer\" target=\"_blank\">https://www.unparsedconf.com/</a></p>","author_name":"Kane Simms"}