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Contact Center Automation Among Leading Topics at CCW 2023

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Contact Center Automation Among Leading Topics at CCW 2023

Humach Shares Approach to Creating Exceptional CX Through the Lens of Automation

By Julia Ochinero Chief Marketing Officer Humach Not surprisingly, this year’s Customer Contact Week in Las Vegas has a host of sessions focused on how to automate and streamline contact center customer service by empowering agents and engaging customers with improved an improved experience. These are not necessarily new aspirations. While at Nuance (BeVocal, Inc. now Microsoft) over a decade ago, I promoted voice-activated pre-paid mobile phones. A fairly simple transaction. What is “new” is both the technological capability to automate increasingly complex CX interactions and – importantly – the consumer preference for a self-service experience if it provides a faster and better resolution. For example, you’ll find younger generations want to avoid speaking to a live agent altogether so they can move on to more important things.

Seeking Wasabi, Taco Bell, and AMC

While the June 19-22 event headliners, including soccer legend Abby Wambach and Pitbull will get a lot of attention, a few other sessions caught my eye. These are some panels I expect to be especially engaging. Mark King, CEO of Taco Bell – “Staying a Step Ahead in an Uncertain World” – (Wednesday, June 21, 8:00 am-8:15am) I’m a consumer of Taco Bell. Specifically, its Mexican Pizza. In college, a friend always offered to “drive and buy” if I’d join her on trip to the drive-thru window. I recently learned she still frequents Taco Bell often to the point the workers at the window know her by name. While automation in CX is key, Mark King’s directive to franchise owners to deploy hand-lettered signs to keep the doors open during COVID is a story I want to hear first-hand. “Self-Service and Agent Assistance: Using AI and Knowledge to Power Better Customer and Agent Outcomes” – Wednesday, 8:45 am Andy Dobrov, Chief Customer Officer at Talkdesk, will join at panel to talk about use of automation and AI to improve both the agent and consumer experience. Talkdesk is a long-standing Humach partner. My city recently opened a brand-new AMC movie theater within walking distance of my home. I use the AMC app to purchase tickets, select my seats, order food, track my AMC Stub points and “show” my ticket as I pass through the theatre entrance. It’s a seamless experience as a consumer. I want to know more about the inner workings. Dobrov will be joining Fred Kleiman, AMC Vice President and Jeffrey Sturman, SVP at Memorial Health. How To Manage a Distributed Contact Center Team (Wednesday, 8:00 am) American Kennel Club experts will discuss how to manage a distributed contact center. I must confess, my interest is as much about their approach to solving distributed contact center challenges, but I’m also a fan of their annual dog show. I own a Pekingese, and another Pekingese, Wasabi, served the breed well when he recently won ‘Best of Show.’ (See Wasabi here)

Join Humach Executives at Booth #423

There are a host of other sessions I’ll be attending to catch up on the latest trends and advancements in customer service and automation. And when I’m not attending any of these session, join me at the Humach booth, #423, and we can discuss how we’re creating the best CX through the ‘Lens of Automation.’ I’ll be joined by some of  our leadership team, including: CEO Tim Houlne, Mark Honeycutt, our President of Digital and Professional Services and Chief Product Officer, Bruce Sharpe. As a solution provider, we can certainly provide our clients with Live Agents. You’d expect that. However, we also offer AI and Automation Solutions to streamline the interactions and drive efficiency for your business. That might seem counterintuitive for a solution provider – but we have long been looking at the combination of humans. Hence the name – Humach. This is not new to us. AI and Automation Solutions, and Managed Services.


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