Name: Conversation Intelligence 101
Start: 2024-07-24T17:00:00Z
End: 2024-07-24T17:00:55.000Z
Location: BrightTALK
Rating: 5

At TTEC Digital, we believe the conversation — where a customer directly engages with your brand — is the most critical moment in the customer journey. In that moment, the experience can deepen a customer relationship, or damage it forever.  That’s why TTEC Digital is singularly obsessed with optimizing customer experience (CX) at the point of conversation. These conversations, and the contact center technologies that support them, are inseparable. We've built content to help viewers apply powerful technology and proven CX strategy together. 

Across industries, customers are encountering new and powerful ways to engage with businesses. And with each positive experience, their expectations evolve for all future interactions.

This “last best experience” phenomenon has big ramifications for every business. Failure to meet these rising expectations can be disastrous for brand reputation, customer retention, and market competitiveness.

Today, the leading customer experiences in financial services are defined by channel-rich, AI-enabled customer experience hubs. These hubs include omnichannel capabilities, automation, self-service tools, data-driven analytics, and more. While the vision for CX is clear, achieving this end state can feel far more complicated. 

At TTEC Digital, we’ve guided hundreds of financial services organizations through four key levels of contact center maturity on their way to achieving their CX and business goals. Join our live interactive event on Wednesday, August 14 at 12 p.m. CT to learn our tried-and-true approach to advancing CX maturity. 

Throughout the event, live polling will help you identify maturity gaps within your organization and compare them with your peers in financial services. 

Topics we’ll address: 

• Compliance and basic telephony 
• Integrations and channel expansion 
• Self-service, automation, content management, and data-driven decision-making
• Business transformation with AI

TTEC Digital is an Advanced AWS Consulting Partner specializing in delivering the power of Amazon Web Services (AWS) to enterprise contact centers to transform the customer experience. Our expertise is focused on voice, AI and natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimization with a relentless pursuit of customer success.

How to level up your contact center maturity in financial services

In the collections industry, margins can be tight. That’s why it’s no surprise reducing costs and increasing recovery rates are often at the top of the priority list year in and year out.  

Your contact center platform sits at the center of both these issues. Disjointed integration between collections platforms, contact center platforms, and other key functionality represents one of the leading causes of operational inefficiency. Meanwhile, outdated outbound tactics that fail to consider customer preferences for digital channels can further damage your agency’s performance.  

We’ve put together an expert team of panelists from TTEC Digital, Genesys and Latitude to explore a proven approach to balancing cost and performance that’s as easy as 1-2-3:  

• Selecting the right channel capabilities at the lowest per-minute usage rate 
• Consolidating disparate solutions into a single cost-efficient contact center platform  
• Integrating AI-enabled tools to drive performance without increasing overhead 

Ready to get out of the strategy and dive into the TCO math? 

As a part of this session, you’ll also explore how each of these factors can help drive total cost of ownership by walking through a series of helpful TCO exercises.

Collections leaders — your current contact center platform is losing you money

According to a recent Gartner consumer trends survey, a clear majority (70% of respondents) now prefer self-service channels like chat over voice channels. 

Yet, in reality, many chat experiences routinely fall short of customer expectations. They’re limited. They’re incomplete. And, in many cases, they eventually funnel you to voice channels anyway. 

In the latest episode of our Unlocking Vertex AI podcast series, TTEC Digital’s Director of AI Solutions Aaron Schroeder joins Executive Director of Voice and AI Bot Professional Services Mark Eichten, as they dive into the world of personalized chat experiences. In a wide-ranging conversation, Mark and Aaron cover the essentials for crafting tailored chat interactions that serve customers an end-to-end elevated experience. 

The discussion covers: 

• The impact of personalization on customer satisfaction and loyalty 
• How Vertex AI can help drive understanding of customer intent and preferences
• Where to deploy AI chatbots that deliver dynamic, relevant conversations 
• Real-world examples of successful chatbot deployments 

Whether you’re just starting your AI journey or looking to enhance existing chat strategies, this episode will provide the guidance you need to take the next step with Vertex AI.

Unlocking Vertex AI: Personalizing the customer chat experience

AI helps customer service teams become more streamlined, accurate, and effective by providing agents with the tools they need, when they need them. This, in turn, empowers businesses to turn their knowledge curation into a strategic advantage.

In this edition of our "Unlocking Vertex AI" series, TTEC Digital’s Director of AI Solutions Aaron Schroeder will join TTEC Digital's Google Cloud Channel Director Whitney Kirchner to discuss automating knowledge curation with AI.

This discussion will cover:

• AI-driven content efficiency—Discover how AI can streamline content creation, enhancing accuracy and reliability.
• Automating knowledge curation—Witness the power of AI in automating knowledge curation, leveraging large language models to manage knowledge bases and curate data.
• Governance and analysis—Learn about the importance of data management, governance, and data analysis in ensuring consistency, taxonomy, and structure within knowledge bases and content.

Don’t miss this informative and engaging discussion that will empower you to harness the full potential of Vertex AI in your organization. Watch now.

Unlocking Vertex AI: Making Generative AI Work on Day One

In “Empowering Knowledge Workers with Vertex AI,” TTEC’s Chief Technology Architect, Shawn Lewis, will join TTEC Digital’s Executive Vice President, Caleb Johnson, to discuss how your organization can harness Vertex AI to build effective employee assistants that can: 

• Provide information to personalize customer experiences
• Summarize and contextualize content
• Answer questions and generate responses
• Empower knowledge workers by streamlining access to critical information

We’ll also discuss how TTEC has implemented this technology internally to provide best-in-class experiences to our own customers and employees.

Unlocking Vertex AI: Empowering Knowledge Workers with Vertex AI

In today's digital landscape, customers expect personalized, relevant, convenient experiences. They also expect to have channel options. The challenge for businesses becomes delivering these experiences while balancing cost.

Fortunately, AI is up to the task. Paired with the right CX strategy, AI can automate tasks, improve accuracy, and provide a seamless customer experience.

Download the first webinar in our 2024 Unlocking Vertex AI series, featuring speakers Caleb Johnson (TTEC Digital), Jihee Lim (Google Cloud), and Ricardo Caruana (Google Cloud). In this on-demand webinar, these AI and Google Cloud experts discuss how businesses can use Vertex AI to reimagine their customer experience. The discussion covers a range of topics, including how to:

• Modernize customer service
• Boost agent and employee productivity
• Reduce friction across the entire customer journey
• Automate document processing
• Improve CSAT scores with personalization, while reducing costs

Our experts all discuss real-world examples of how businesses are using Vertex AI to improve their customer experience.

Unlocking Vertex AI: Reimagine Customer Experience with Google Cloud

In today’s fast-paced digital world, contact centers face a multitude of challenges in delivering exceptional customer experiences. These challenges include the need to modernize operations driven by increasing call volumes, expanding customer engagement channels, costly agent turnover, strained agent productivity, higher customer expectations, and growing consumer demands for personalization.

In this webinar, Google Cloud experts from TTEC Digital discuss how Google Cloud's AI-first solution, Contact Center AI (CCAI), enables contact centers of all sizes to transform their operations and deliver value quickly and efficiently.

The session provides insight into how CCAI can help contact centers overcome challenges with its advanced AI capabilities, including how to:

• Enhance customer experiences with personalized and efficient interactions
• Improve agent productivity and reduce costs through automation and self-service options
• Optimize operations and gain actionable insights through advanced analytics and reporting

Unlocking Vertex AI: Revolutionizing Customer Services Operations

Public sector organizations hold a treasure trove of behavioral, interactional, and operational data. Yet, this data is often generated in disconnected systems and stored in siloes, making it difficult to normalize and fully embrace it.

In this session our experts will showcase practical ways of tapping into disparate data and turning it into valuable business intelligence that can help you drive more informed decision making, boost operational efficiency, reduce costs, and elevate citizen experiences.

Connecting the dots: How can you best use the data you already have?

There are big things in store for the housing market this year. In this webinar, our team of experts covers emerging resident experience challenges for UK housing associations, as well as a powerful Microsoft Digital Contact Centre Platform strategy organizations can use to overcome them.
The webinar covers use cases like:

-Reducing cost to serve with digital deflection and channel shift
-Supercharging agent assist with Microsoft Copilot
-Support changing demographics with multilingual support

Revolutionising housing associations

How to Upload a Document Directly to Your PVA Chatbot

Credit unions have long relied on higher member satisfaction as a recipe for success. But as consumer expectations shift more and more towards digital banking, credit union members want the same personalized, seamless experiences they encounter across all other areas of their lives – and credit unions will need to make these effortless Member Experiences (MX) happen in order to drive member satisfaction.
Watch The Member Experience Transformation Playbook, a webinar on how credit unions can build – and keep – a competitive advantage through strategic innovation. We share a proven formula for maximizing technology transformation to deliver a hyper-personalized member experience, and Atif Munir and Nicole LaCamp of PenFed Credit Union share how they are deploying this formula in their own contact center.

The Member Experience Transformation Playbook

Explore the evolution of customer experience (CX) with Cisco and TTEC Digital. Discover how innovative solutions in AI, voice, and audio are reshaping the contact center landscape. Gain insights from our organizational leaders on practical strategies to enhance customer interactions and elevate employee productivity. Don't miss this opportunity to learn about the future of customer engagement with these CX and contact center technology pioneers.

In this webinar, we cover:
-Elevating experiences with AI: Learn how to seamlessly hand off, transform, and summarize interactions for enhanced customer and employee satisfaction.
-Strategies for contact center staffing: Address employee performance and burnout from new perspectives and with new insights.
-Innovations in voice and audio: Get to know the tools that can improve communication clarity and efficiency, no matter where your workforce is calling from.

The evolution of customer experience with Cisco

In today's digital-first world, public sector agencies often struggle to provide the omnichannel customer experience that citizens have come to expect from all organisations that they interact with. Unfortunately, the public sector faces distinct challenges related to data security and operational constraints that can hinder their ability to meet these expectations.

To help navigate these hurdles, you’re invited to join experts from Microsoft and TTEC Digital as we discuss how central and local government agencies can harness the power of artificial intelligence (AI) with Microsoft's AI-enabled Digital Contact Centre Platform (DCCP) and Copilot assistant feature.

From saving time with task automation to offering greater personalization thanks to enhanced analytics, we’ll explore how these agencies use AI to revolutionize their capabilities, elevate the citizen experience, and streamline the technology implementation processes.

Empowering Government Contact Centres with Generative AI

Demonstration: Empowering Government Contact Centres with Generative AI

Explore the increasing challenges faced by 911 emergency contact centers and the technology solutions that aid the contact center in handling non-emergency calls more efficiently.

From Crisis to Control: How to Rethink 9-1-1 Dispatch Strategies

In a digital-first world, public sector agencies find themselves somewhere between a rock and a hard place. Their constituents increasingly expect customer experiences that replicate the innovative omnichannel engagements they receive from leading retailers. At the same time, unique public sector considerations related to data security and operational realities make it difficult to deliver on these expectations.

Listen in as experts from Google Cloud, TTEC Digital, and Carahsoft discuss how state and local agencies are using Google Cloud's Contact Center AI (CCAI) Platform to enhance their contact center capabilities — and maximize citizen experiences — without the implementation hassle.

Revolutionizing Government Contact Centers

Generative AI is changing the game across industries — including the contact center. The challenge for contact center leaders becomes how do you make sure you’re leveraging these new capabilities to maximize customer experience impact and minimize disruption to your current contact center technology ecosystem?

In this on-demand webinar, our AWS experts explore high-value use cases you can deploy quickly through AWS Contact Center Intelligence (CCI) to seamlessly integrate proven AI into the contact center platform of your choice.

Use cases covered in this webinar include:

* Self-Service Virtual Agents
* Real-Time Call Analytics
* Agent Assist
* Post-Call Analytics

4 practical AI use cases that will benefit any contact center

The modern customer experience is complicated. In most industries, it takes place across multiple channels and conversations over time. This complexity makes it increasingly difficult to answer key questions, like: 

• Is my customer experience working as it should? 
• Could my customer experience be more efficient? 
• Are there opportunities to reduce friction? 

The frustrating truth is that the answers to these questions are often right there in front of you. Every single customer interaction creates a data point in the larger trends taking place across your organization’s daily customer interactions. 

In this learning session, hosted by TTEC Digital’s resident analytics expert Marcy Riordan, you'll learn how to turn conversation data into critical insights that can power the exceptional experiences your customers are asking for.

Conversation Intelligence 101

Artificial Intelligence

Customer Insight

Contact Center

Cloud Analytics

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Conversation Intelligence 101

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