Developing High-Performing Frontline Teams

September 5, 2024 | 12PM ET

Join Financial Services and Insurance Contact Center Experts Peter Ochs and Erika Moree!

AI is changing everything. If your contact center is not leveraging the power of AI, you’re falling further behind. In this Lunch & Learn episode, hosted by industry experts Peter Ochs and Erika Moree, we’ll discuss what it takes to develop high-performing frontline teams in this new era of AI-driven contact centers. Join to learn how to:

Personalize and scale learning programs to keep employees proficient
Leverage AI tools for data-driven coaching and personalized development
How gamifying the employee lifecycle can increase engagement and reduce early attrition
How to balance automation with the human touch for empathy and success

Through practical examples and interactive discussions, participants will gain actionable insights into creating an environment where frontline teams are empowered, supported, and equipped for success.

Developing High-Performing Frontline Teams

Reserve Your Spot

September 5, 2024 | 12PM ET

Join Financial Services and Insurance Contact Center Experts Peter Ochs and Erika Moree!

Personalize and scale learning programs to keep employees proficient
Leverage AI tools for data-driven coaching and personalized development
How gamifying the employee lifecycle can increase engagement and reduce early attrition
How to balance automation with the human touch for empathy and success

Speakers

Peter Ochs

Principal Advisor at Accelerated Advisory

Erika Moree

Learning Consultant at Learning4Leverage

Developing High-Performing Frontline Teams

About Centrical

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”