Webinars

Next Webinar

26 Oct 2017

Optichannel And AI – The Shape of Future Customer Contact Strategy

Sponsored by voicesage-new_-logo_-2015

DATE: 26TH OCTOBER
TIME: 12PM

Chatbots are about to change customer outreach in the form of super-efficient front ends powered by the latest Artificial Intelligence (AI) techniques, and are available to help your customers on a 24×7 basis.

Brands see great potential in the approach, knowing they can use them to help the customer journey, as well as offer timesaving automation of many repetitive tasks.

But what’s the reality behind the promise? What’s the ideal balance between chat and other channels? Is there such a thing as over-reliance on a technology that doesn’t appeal to important demographics?

To help, VoiceSage and Engage are offering a special online webinar which will focus on a helpful new approach — optichannel, what’s the best channel for you to respond to a customer on?

It’s going to explain why AI-enhanced consumer service will change customer outreach, as an addition and a support for the contact centre.

It will also cover practical issues around how to implement the tech in the real world successfully as part of an optimal channel strategy.

Come to hear experts discuss:

  • How chatbots and AI is emerging as real option for contact centres
  • Customer examples of how AI technology can improve performance and behaviour
  • How you can set up numerous triggers and business rules to maximise responsive service
  • Explore the optichannel paradigm for customer, department to customer, and individual to customer style queries: AI, voice, mail, text or social media, and which works best for what outreach need.

Presenters

John_Duffy

John Duffy

VoiceSage
Matthew_Weil

Matthew Weil

VoiceSage
Steve Hurst 440x440

Steve Hurst

Engage Business Media
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John Duffy

Account Consultant

VoiceSage delivers proactive customer engagement solutions that help companies streamline and add value to their high-volume, outbound contact activities.

Our blue chip customers include Argos (Home Retail Group), Capital One, Thames Water, AXA Insurance and Shop Direct. These and other customers rely on VoiceSage technology to help them transform credit collections, delivery and appointment confirmations, amplify marketing campaigns and support other high-volume business processes in immediate and cost-effective ways, lowering costs and improving the customer experience.

John is an Account Consultant at VoiceSage. With over 10 years experience in the messaging and communications industry, John’s worked for a variety of organisations from start-ups to large telcos across both the public and private sectors.

Driven by a real passion for how communications can improve, augment, and drive business processes, John sees his role as being all about helping customers achieve lower costs and efficiencies and better experiences for the customer.  “Service delivery is now almost universally able to be fulfilled through digital channels,” he notes. “Having effective communications to underpin these processes is essential if true return on investment achieved.”

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Matthew Weil

Head of Product

VoiceSage delivers proactive customer engagement solutions that help companies streamline and add value to their high-volume, outbound contact activities.

Our blue chip customers include Argos (Home Retail Group), Capital One, Thames Water, AXA Insurance and Shop Direct. These and other customers rely on VoiceSage technology to help them transform credit collections, delivery and appointment confirmations, amplify marketing campaigns and support other high-volume business processes in immediate and cost-effective ways, lowering costs and improving the customer experience.

Matthew joined VoiceSage late last year and is Head of Product. Prior to joining VoiceSage Matthew worked for Realex Payments, where he gained significant international experience and was responsible for all acquirer integrations, as well as acting as product owner for four independent teams of developers. Matthew who is a certified Product Owner brings creativity and total product focus to his role, making him a pivotal addition to the VoiceSage team.

 

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..

Register for this webinar now

Upcoming Webinars

31 Oct 2017

How To Get Off To A Fast Start With Your Intelligent Assistant Programme

Sponsored by CX_standard_web_large

date: 31st october
time: 12pm

This webinar is part of a thought leadership series co-designed and delivered by customer engagement expert Martin Hill-Wilson under the sponsorship of CX Company.

The first webinar focused on choosing your best use case to get going. This second webinar tackles the challenge of how to implement fast. Some approaches take up to a year before a soft launch. That’s too long in this dynamically evolving market. What does it take to be up and running within half that time?

Topics we are going to tackle include:

  • A maturity framework to work within
  • Identifying self service topics with greatest ROI
  • Improving service discoverability and therefore user uptake
  • Guidelines for when to offer self service versus live assistance and when to escalate
  • Launching options and being organized to rapidly learn and improve
  • Developing a relevant performance dashboard
And of course we are looking answer questions and share best practice tips for those already underway which we will share afterwards with everyone who registers. If intelligent assistance is on your agenda right now, this is the webinar to put in your diary.

Presenters

Martin Hill-Wilson 440x440

Martin Hill-Wilson

Brainfood Consulting
Steve Hurst 440x440

Steve Hurst

Engage Business Media
X

Martin Hill-Wilson

Founder

I’m a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation..

X

Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..

Register for this webinar now

Upcoming Webinars

08 Nov 2017

Preventing call centre fraud

Sponsored by genesys-e1508154101221

DATE: 8th november
Time: 12pm

Attending this webinar will show business leaders how to develop a robust and effective fraud prevention strategy to safeguard their call centre operations.

Call centre fraud has risen by 45% in the last four years  and organisations across all segments need to be braced for this trend to continue. Companies are investing billions on bolstering their cyber defences, but the phone channel is often overlooked, making it the weakest link for hackers and fraudsters to exploit.

This webinar will explore the need for organisations to better equip themselves against this threat. It will bring together business leaders and industry experts to discuss the latest trends and solutions that are helping companies to quickly and accurately detect and prevent contact centre fraud.

During the webinar we discuss key industry challenges around:

  • Identifying fraud risk factors
  • Current solutions on how to monitor and detect phone fraud
  • Cross-channel fraud and the call centre
  • Understanding the fraudster

Presenters

presenter1

Dr Nikolay D. Gaubitch

Pindrop
Mike

Mike Haley

Cifas
Steve Hurst 440x440

Steve Hurst

Engage Business Media
X

Dr Nikolay D. Gaubitch

Manager, Research EMEA

Dr Nikolay D. Gaubitch heads up Pindrop’s EMEA research team where he leads the development of algorithms for future speech security technologies. He advises clients pre and post installation on the levels and types of phone fraud and he provides commentary on what is happening within the world of contact centre phone fraud. Nikolay received a Ph.D. in acoustic signal processing from Imperial College London in 2007. Between 2007 and 2012, he was a Research Associate at Imperial College London where he was managing the Centre for Law Enforcement Audio Research (CLEAR). Between 2012 and 2015, he was a Postdoctoral Researcher with the Signal and Information Processing Laboratory (SIPLab) at Delft University of Technology where he worked on ad-hoc microphone arrays for speech enhancement in collaboration with Google. He is the co-author of more than 50 scientific publications, the co-editor of the book “Speech Dereverberation”, and an Associate Editor of the journal IET Signal Processing.

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Mike Haley

Deputy Chief Executive

Mike has more than 25 years’ experience of tackling and preventing fraud across the public, private and not for profit sectors, including considerable experience directing investigations, as well as developing prevention and detection strategies. He has led investigative teams in the NHS, Ministry of Defence, Office of Fair Trading, HM Revenue & Customs and Solicitors Regulation Authority. He also worked at the National Fraud Authority directing cross sector fraud prevention strategies including on mortgage fraud and identity crime.  He joined Cifas as Deputy Chief Executive in May 2015.

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Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..

Register for this webinar now

Upcoming Webinars

28 Nov 2017

How To Optimise Your Intelligent Assistant ROI Early Before The Next Wave Of Innovation Arrives

Sponsored by CX_standard_web_large

DATE: 28TH NOVEMBER
TIME: 12PM 

This final topic is part of a thought leadership series co-designed and delivered by customer engagement expert Martin Hill-Wilson under the sponsorship of CX Company. The previous two webinar topics can be found here. Recordings will be made available once they have happened.

This webinar focusses on ROI optimisation. Once operational, what are the next set of priorities to maintain your momentum  in extracting value from your intelligent assistant?

This session covers:

  • Beyond headline ROI such as headcount reduction, what else matters in terms of achievable benefits?
  • Using your operational insights to increase proactive service and decrease customer effort in customer journeys
  • Increasing mainstream user adoption
  • Repositioning the role of advisors as self service soaks up high volume, low value interactions
  • Enriching knowledge to make it more compelling. Nailing the mobile user experience
  • Choices in how to expand the functionality of your self service ecosystem – from Q&As to automated journeys and identity verified personalisation

As ever, we welcome all existing users able to contribute their own insights and any questions they are looking to be answered. This is also an excellent introduction for anyone about to embark of their first intelligent assistant initiative.

Presenters

Martin Hill-Wilson 440x440

Martin Hill-Wilson

Brainfood Consulting
Steve Hurst 440x440

Steve Hurst

Engage Business Media
X

Martin Hill-Wilson

Founder

I’m a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation..

X

Steve Hurst

Editorial Director

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..

Register for this webinar now

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