Episode 33: How to improve contact center interactions with AI?

Thomas Siebert is the director of national sales at FinishMaster. He also is a Customer Care CX Executive with expertise in deep operations and strategy building in contact centers and BPOs. He is a call center expert and consultant with over 15 years of experience.

Ashish Santhalia

Host, Sales Gambit | Founder @ Convin

Thomas is the director of national sales at FinishMaster. He also is a Customer Care CX Executive with expertise in deep operations and strategy building in contact centers and BPOs.

Today, Thomas has joined us to talk about ‘’How to improve contact center interactions with AI?

We discussed

How did his career start off? And what is it that he is working on currently?
How has the transition been in his experience in CX in the contact center space?
What are the top three problems in CX in contact centers? And how can these be tackled effectively?
How have intelligent tools affected:
A. Employee performance
B. Personalization for customers
C. Automation and efficiency.
Which intelligent tools are a must to have in any contact center?
How does AI deliver better CX in contact center interactions?
Reading recommendations for the audience.

Episode 36: Customer sentiment analysis - the ultimate deal breaker for contact center CX.

Morris is the founder of the Customer Experience Foundation. He is also the CEO of E-score, an Experience Designer & Builder, Emotions Investigator

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Episode 35: How to revolutionalize customer experience in a Healthcare contact center.

Jason is the RTS Operations Director at Baxtor Healthcare corporation. He has built his career fostering continuous improvement in the customer experience sector within major healthcare operations.

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