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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How can companies effectively balance customer self-service with personal interactions in high-stakes situations? 
  2. How does AI contribute to transforming contact center agents into brand ambassadors? 
  3. Why is empathy important in customer service interactions, and how can AI complement this human trait? 
  4. How does the implementation of AI tools impact companies’ return on investment? 
  5. How does generative AI reduce labor costs in contact centers while maintaining human involvement?

Top Takeaways

Quotes: “Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low.”  “AI can never provide empathy because empathy is a fundamentally human characteristic.”  “The experience you have when you talk to the contact center drives brand loyalty or disloyalty. When you nail it and deliver a great experience, you earn a customer for life.”  “The role of the contact center agent in the future is to become brand ambassadors whose job is to create revenue and retain customers.”  “A gauntlet has been thrown at the feet of the contact center industry. That gauntlet is a challenge for us to deliver experiences that people actually love.”

About:

Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9’s Genius AI portfolio. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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