Boardroom Objectives

How do you create happy customers through your contact centers? Simple: ensure your customers instantly receive the answers they require in their preferred channel and language. Do away with long wait times, stress, and negative customer feedback as it can adversely impact your business.

Customers of today demand tailored offerings, self-service choices on their preferred channels, and rapid responses. Contact centers with outdated technologies, high operational expenses and little return on investment have no play in this game. Anyways, IVR-based customer service technologies haven't evolved much and the pandemic exposed their frailties.

By 2027, Gartner predicts that spending will increase to $38.9 billion. Contact center investments are being influenced by customer service innovation, such as the emergence of generative AI and conversational AI advancements in recent times, provider go-to-market adjustments, and an unstable economic environment that we currently face.

In this roundtable, you get to discuss with your industry peers on the following topics:

• What issues plague contact centers? What are your approaches to deal with them? How do you think Conversational AI and Generative AI will help?
• What hurdles or opportunities do you foresee for conversational AI / generative AI solutions implementation?
• With everyone talking about customer experience, what steps are you taking to improve agent experiences?
• With increasing customer demands and diversification across engagement channels, how do enterprises manage their expectations without incurring significant increase in cost?