ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.
Check back frequently, information added daily!
Click on session titles for full session descriptions. All times noted are in EST.
Thomas Rocharz (Director of Contact Centers, Cape Air)
Jessica Smith (Director, CCaaS Product Marketing, 8x8)
Location: South China Sea
Date: Wednesday, October 18
Time: 12:45 pm - 1:30 pm
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!
Session Type: Lunch & Learn
Vault Recording: TBD
AI-enabled self-service, with its ability to have a positive impact on both operational efficiency and customer experience, continues to be a leading conversation among CX professionals. The consideration in implementing customer facing AI often begs the question—where do we start?
Join Tom Rocharez from Cape Air to learn a bit more about the challenges presented in a legacy environment and how the move to cloud paved the way for automation and AI in the contact center. Driven by instinct, agent feedback, and insightful analysis, Tom’s hypotheses led organizational change that would disrupt how CapeAir’s contact center had previously operated.