Name: The difference in customer experience - it’s the agent
Start: 2023-01-11T19:00:00Z
End: 2023-01-11T19:00:30.000Z
Location: BrightTALK
Rating: 0

Dialpad is where work comes together. It's the only truly unified business communications platform for global teams. Talk, message, meet, and support customers in one beautiful app. Our products provide solutions for voice, video, AI-empowered contact center, and AI sales. 

Welcome to the Dialpad channel where you can find innovative, thoughtful, and educational content for the UCaaS and CCaaS space. 

Contact Center agents face complex challenges in their day-to-day routines. Their position requires an incredible amount of knowledge and skill to be leveraged quickly in order to meet the needs of their customers, whether they are working inbound support or outbound selling. Challenges for agents translate to challenges for the business, including waning customer satisfaction, increased agent attrition, and complex and lengthy agent recruitment/onboarding; the list is endless.

Proper implementation and use of technology can solve these problems in a material way, and deploying Ai has never been easier. However, while the majority of leading companies are investing in Ai, a precariously low percentage feel they are successfully and consistently using Ai to provide quality solutions inside their contact center.

Dialpad is working to solve these challenges and leading the way with the world’s most innovative Ai Contact Center solutions, making it incredibly simple to deploy and manage.

This webinar will cover:
 - Leading Ai implementation challenges
 - Solutions for successful Ai deployment
 - Guidelines for continuous Ai success

Powering a Better Agent Experience with Innovative AI | Dialpad

AI is changing the way contact centers work. With the right AI tools, you can empower agents to work smarter, decrease turnover, and increase customer satisfaction.

Join industry-renowned analyst and influencer Zeus Kerravala (Founder and Principal Analyst, ZK Research) as he sits down with Dan O’Connell (Chief Strategy Officer, Dialpad), and John Finch (SVP of Solutions and Product Marketing, Dialpad) to discover:

 - Opportunities for change to drive revenue and reduce churn
 - AI CSAT on 100% of conversations for better coaching and agent support
 - How AI empowers teams to take action and drive change in the business
 - The power of predictive insights to increase CSAT visibility to better direct agents
 - The latest AI features that Dialpad is working on to make agents' jobs easier
 - And more!

Achieve customer service excellence: How AI can drive better outcomes

We can all agree that when it comes to delivering better business outcomes, knowledge is power; but with conventional tools, most organizations struggle to get a clear picture of their customers’ needs and behavior. For example, with traditional customer satisfaction surveys, only 3% of customers typically respond, skewing data for service teams looking to improve.

With the next generation of customer intelligence capabilities, you can gain a rich picture of customer behavior that allows you to raise levels of service, improve customer relationships, and deliver intelligence to decision makers that drives change in the business.

In this webinar, we explore:

 - What is customer intelligence? What are the metrics we should consider to raise customer intelligence?
 - How do advanced customer intelligence capabilities transform the customer experience?
 - How do advanced customer intelligence capabilities transform the agent, or supervisor experience?
 - What information can we deliver to executive leadership to drive change in the business with customer intelligence tools?
 - And more!

The New Standards of Customer Intelligence

When LemonBrew’s old phone system kept breaking, it was time for an upgrade. After trying out demos and checking out all the “gold standard” options, they found a system that let them make 56% more sales calls—and 161% more texts!

Now, LemonBrew’s Senior Project Manager, Jordan Lay, is here to tell his story.

Tune in and see how Dialpad helped LemonBrew:

 - Cut maintenance time down by 40x!
 - Lower costs while getting more functionality
 - Gained new insights into all their calls
 - And more!

How LemonBrew Makes More Sales Calls While Spending Less

What do you do when your company is growing quickly, but your contact center just can’t keep up?

That’s the dilemma CareRev was facing. Even though they were growing more and more each month, their phone system had so many issues they ended up missing half their calls.

So how did they fix their connection troubles and cut missed calls down to less than four percent? Find out in this webinar: “How Healthcare Company CareRev is Handling 20% Monthly Growth."

Dialpad’s own Andreas Silva, along with Dionne Humphrey, CareRev’s Customer Support Operations Manager, and Carly Kopec, Senior Director of Operations at CareRev chat about:

 - Issues CareRev faced (and how they overcame them)
 - How they manage international teams and a “Work From Anywhere” environment
 - Modern healthcare’s communication needs
 - And more!

Handling 20% monthly growth: How healthcare company CareRev did it

Thinking of taking your law firm virtual?

We can walk you through how to do it. Our very own legal expert, Avi, chatted with Joshua Lenon from Clio about how law firms can move to hybrid or remote work — securely, efficiently, and cost-effectively.

A few of the questions this webinar tackles includes:
 - The benefits of taking your law firm remote
 - What security considerations to be aware of
 - What virtual law firms are doing right now
 - And more!

The Future is Here: How Law Firms Can Work from Anywhere with Clio | Dialpad

Camino Financial was in a bind.

Their business phone system was disorganized and barely had any features—not to mention it couldn’t even integrate with their CRM software. And customer service was suffering as a result.

So how did they create a better experience for employees and customers alike?

Learn how in “Crunching the numbers: what made Camino Financial’s customer service go way up.”

Dialpad’s own Andreas Silva, Customer Marketing Specialist, and Tania Cardenas, Sr. Sales & Operations Manager at Camino Financial, discuss:

 - What problems Camino Financial needed to solve
 - Why they chose Dialpad
 - How they use Dialpad’s analytics to help their business and customers
 - How Dialpad helped Camino Financial at the start of the COVID pandemic
 - And more

What Made Camino Financial's Customer Service Go Way Up | Dialpad

Hybrid work is here to stay, but what does that mean for your business, and what challenges will it present?

Dialpad, Wainhouse Research, and Poly teamed up to answer all those questions and more in a new webinar: “Making Sense of Hybrid Work.”

In this webinar, we walk through the ins and outs of how to successfully make hybrid work, well, work! Learn about:

 - How to implement hybrid work
 - Common challenges and how to overcome them
 - What tools you can (and should!) use for hybrid work - And more!
 - Don’t miss out on this chance to learn all about hybrid work!

Making Sense of Hybrid Work | Dialpad

Learn how you can measure CSAT scores for 100% of your customer calls with the industry’s first, real-time AI-powered predictive engine.

As part of our Customer Intelligence solutions, Dialpad, the pioneering force behind the world’s smartest artificial intelligence (AI) for contact centers, has developed the first and only predictive CSAT model on conversational data with the launch of our innovative Ai-CSAT technology.

Now, for the first time ever, you’ll get CSAT scores directly from every voice conversation rather than depending on a handful of customers to complete post-call surveys. Watch as 100% of your customer calls are instantly CSAT-rated, providing significantly improved experiences for your valued customers and support teams. And with Dialpad’s Ai-CSAT, you’ll have something your business has never had before: a complete, richer picture of your customer base with real-time collection and analysis of their experiences, expectations, sentiment and satisfaction.

This changes everything for your customers, agents and business!
In this webinar, we cover:

 - First-time look at the industry’s first and only real-time, Ai-powered predictive engine for CSAT based on conversational data
 - How to capture every detail, including providing coaching, analyzing sentiment, and action items in real-time
 - How to drive better customer interactions, outcomes and experiences for your customers, support teams, and C-suite
 - How to turn your contact center into a profit center

AI: Driving the Future of Customer Service | Dialpad

The contact center is one of those unique solutions that impacts both a company’s top line and bottom line. Contact centers need to simultaneously focus on increasing revenue and reducing costs.

Most contact center vendors have been moving to over-dependence on virtual agents. AI investments seem to be all about replacing people with chatbots or virtual agents, taking humans out of the loop.

Dialpad's Senior Product Marketing Manager Ron Stevenson, TMC Net, and Analyst Zeus Kerravala come together to discuss agent productivity in the contact center. This webinar tackles the impact on contact centers of having a more balanced approach to AI investments, and the impact those investments will make on real people – both agents and customers.

This webinar covers:
 - How can AI serve both customers and agents?
 - What are the obstacles to agent productivity?
 - How do you define great CX delivered by an agent?
 - What levels of service make customers return to a brand?

How AI Improves Agent Productivity and Service Quality | Dialpad

Customer experience is king in the contact center, and the keys to the kingdom are the insights contained in chat, email, and phone transcripts – artifacts of the Voice of the Customer.

In this panel discussion, learn how contact center leaders can leverage customer insights to improve the overall experience and empower agents.

Listen as four industry experts discuss the following topics and more:

 - What channel proliferation has meant for the customer experience
 - How to leverage your current processes and new technologies to extract customer insights
 - Best practices for engaging with customers in three key channels: chat, email, and phone
 - How to take action on customer insights to improve the quality of the customer experience

Words Matter: What Leaders Can Learn from What Customers Say | Dialpad

Contact center key performance indicators (KPIs) have a significant impact on your entire organization as they help to measure the effectiveness of a call center and track customer satisfaction. Today, there are dozens of contact center KPIs available and many customer service leaders can find it confusing when deciding which metrics to prioritize.

Dialpad's VP of customer success Jen Jacskson and CCaaS Industry Advisor Jordan Yeates discuss the five most important KPIs for contact centers in the mission to improve customer loyalty and lifetime values.

Watch this webinar to learn about:
 - The top five KPIs every contact center should be focusing on
 - Why executives care about contact center KPIs
 - The common mistakes to avoid with customer service metrics
 - How these KPIs can have long-reaching impacts on the business as a whole

5  Customer Service KPIs That Matter And How To Track Them | Dialpad

Contact Center vendors have too often oversold AI as enabling all things to all people, while organizations have found both AI and omnichannel implementations to be very complex.

With new self-service and digital engagement initiatives, companies of all sizes can now easily leverage AI ‘out of the box’ to automatically respond to customer intent, route interactions to the right answers and agents, and even assist those agents with serving customers. But you need the right combination of goals, tools, and approach.

This webinar features the founders of two startups - Kare Knowledgeware and Koopid – both recently acquired by Dialpad. In creating their companies, they tackled these problems of complexity, and invented new systems to streamline the use of Conversational AI to power both omnichannel engagement and self-service, delivering next generation customer experience to clients around the globe. Together, founders Tim Porter and Venky Krishnaswamy help to answer the following questions:

 - What have been the primary challenges companies have encountered when utilizing AI?
 - Which organizations can benefit the most from AI and machine learning?
 - How self-service changed from being just a glorified FAQ to intelligently serving customers and reducing contact center costs?
 - How has the omnichannel landscape changed, and where are organizations seeing benefits through digital interactions?
 - Why is workflow automation critical to reducing costs and enhancing CX?

Contact Center AI is No Longer a ‘Science Project’ | Dialpad

Retaining employees is much cheaper than having to replace them.

Agents are often the front line of customer-facing people in most organizations, and those who need to be the most passionate about the company. As a result, their morale and experience with the company culture dictates how they perform and interact with customers. You can help agents care more about Customer Experience (CX) by giving them the tools and resources they need to do a great job.

Watch this webinar to hear us discuss:
 - Why and how your agent experience impacts customer loyalty
 - Ways to identify when your agent experience is poor
 - 4 actionable ways you can improve the agent experience

4 Ways Your Agent Experience Impacts Customer Loyalty | Dialpad

Customer expectations for support organizations continue to increase. The difference between a stellar experience and a poor outcome? The agent. So how do you empower agents to deliver remarkable, consistent customer experiences?

Join John Finch, SVP of Product Marketing at Dialpad, & Michelle Randall, CMO at Playvox, for a fireside chat on how you can better engage and empower your workforce.

• Why legacy customer experience tools don’t work for evolving customer needs
• The rising demand for omnichannel agents
• Strategies to empower agents and reduce staff attrition
• Practical use cases for AI in customer support environments
• And more!

Register today and learn how to deliver better customer experiences by engaging and empowering your agents. And discover how you can reduce costs in the process.

The difference in customer experience - it’s the agent

CCaaS

Contact Center

Contact Center Agent

Customer Experience

Customer Data

Agent Productivity

Omnichannel

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The difference in customer experience - it’s the agent

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