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

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

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