08: Customer Experience or Operational Efficiency? Boost Both.
About this episode
This week, hosts Michelle Schroeder (SVP, Marketing) and Nikola Mrkšić (CEO, Co-Founder) of PolyAI talk about the crux of boosting both operational efficiency and customer experience. The hosts examine how the pitfalls of traditional interactive voice response (IVR) systems have shaped customer perceptions, and how a blend of AI and human interaction can improve the overall contact center experience. Also, hear some amazing use case stories shared at the first annual PolyAI VOX event: https://vox.poly.ai.
00:17 Recap of PolyVOX Event
00:55 Discussion on Efficiency vs Strategy in Customer Experience
01:17 The Challenges of Contact Center Leaders
02:01 The Impact of Operational Efficiency on Customer Experience
04:15 The Role of Innovation in Customer Experience
05:49 The Evolution of Key Performance Indicators (KPIs)
08:07 The Intersection of Operational Efficiency and Customer Experience
09:25 The Role of Different Stakeholders in the Buying Decision
14:23 The Future of Customer Experience with AI
16:56 The Role of AI in Bridging Operational Efficiency and Customer Experience
20:19 The Impact of Previous Technologies on Current AI Adoption
21:41 The Role of AI in Contact Centers
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