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  • To Bot or Not? Making a Digital Support Experience Personal

To Bot or Not? Making a Digital Support Experience Personal

  • 14 Nov 2019
  • 11:15 AM - 1:00 PM
  • Dave & Busters, 9333 Research Blvd, Austin, TX 78759
  • 43

Registration

  • Guests & General Public
  • Verified by email address

Registration is closed
Great Call Centers Hire
Great
Talent
Finding the right talent can be one of the most challenging and exciting
tasks
a company/person
can do
.
All too often leaders hire for skill but terminate for behavior.
Credible
c
all
c
enter
p
rofessionals pay attention to their top talent and how they work and behave.
Call
c
enter
p
rofessionals who invest
time, effort
and
create a
well
-
designed structured
behavioral
-
interviewing program can help managers more accurately predict a candidate's
p
otential for success on the job. Such a program can also reduce potential legal challenges to the
interviewing process
.
During this
60
-
minute
presentation, participants
learn
to determine their
top 5 traits that will help
them write great questions, predi
ct call center behavior and hire the right people for their
organization.
Learning Outcomes
Define behavioral interviewing, selection and talent interviewing concepts
Learn how to listen to your top talent to create questions and predictive response
Discuss how top traits can be turned into questions which will produce better hiring
practices.
Great Call Centers Hire
Great
Talent
Finding the right talent can be one of the most challenging and exciting
tasks
a company/person
can do
.
All too often leaders hire for skill but terminate for behavior.
Credible
c
all
c
enter
p
rofessionals pay attention to their top talent and how they work and behave.
Call
c
enter
p
rofessionals who invest
time, effort
and
create a
well
-
designed structured
behavioral
-
interviewing program can help managers more accurately predict a candidate's
p
otential for success on the job. Such a program can also reduce potential legal challenges to the
interviewing process
.
During this
60
-
minute
presentation, participants
learn
to determine their
top 5 traits that will help
them write great questions, predi
ct call center behavior and hire the right people for their
organization.
Learning Outcomes
Define behavioral interviewing, selection and talent interviewing concepts
Learn how to listen to your top talent to create questions and predictive response
Discuss how top traits can be turned into questions which will produce better hiring
practices.
Great
Talent
Finding the right talent can be one of the most challenging and exciting
tasks
a company/person
can do
.
All too often leaders hire for skill but terminate for behavior.
Credible
c
all
c
enter
p
Call
c
enter
p
rofessionals who invest
time, effort
and
create a
well
-
designed structured
behavioral
-
interviewing program can help managers more accurately predict a candidate's
p
otential for success on the job. Such a program can also reduce potential legal challenges to the
interviewing process
.
During this
60
-
minute
presentation, participants
learn
to determine their
top 5 traits that will help
them write great questions, predi
ct call center behavior and hire the right people for their
organization.
Learning Outcomes
Define behavioral interviewing, selection and talent interviewing concepts
Learn how to listen to your top talent to create questions and predictive response
Discuss how top traits can be turned into questions which will produce better hiring
practices.
Talent
Finding the right talent can be one of the most challenging and exciting
tasks
a company/person
can do
.
Credible
c
all
c
enter
p
Call
c
enter
p
time, effort
and
create a
well
-
designed structured
behavioral
-
interviewing program can help managers more accurately predict a candidate's
p
.
During this
60
-
minute
presentation, participants
learn
to determine their
top 5 traits that will help
them write great questions, predi
ct call center behavior and hire the right people for their
organization.
Learning Outcomes
Learn how to listen to your top talent to create questions and predictive response
Discuss how top traits can be turned into questions which will produce better hiring
practices.

To Bot or Not? Making a Digital Support Experience Personal

In an increasingly digital age live chat is rapidly becoming a staple of the online retail and customer service experience. Big Commerce reports that 51% of Americans prefer to shop online versus in a brick and mortar location, and a staggering 96% of Americans have made at least one online purchase. With this information, how do companies continue to make sure that their customers still have the personal, meaningful interactions with company representatives that build loyalty and communicate a unified brand experience? Our experience has been that marrying the functionality and flexibility with AI-powered chat bots along with the personalized and empathetic approach of specialized live agents gives customers the best of both worlds. 

 

In this discussion we’ll cover our journey from an entirely agent-powered digital experience to integrating an AI-powered bot named Lexi to help LegalZoom’s in-app chat experience increase availability and agent efficiency, as well as some key challenges and successes we experienced along the way.


Lunch and networking 11:15-11:30AM

Program 11:30AM-1:00PM

$30 Members / $35 Future Members

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About the Speakers: Natalie Fleming and Katie Davis

 

 


Katie Davis

Katie Davis manages sales and customer care live chat at LegalZoom.  In her over 7 years of contact center experience, Katie has helped oversee the expansion of the chat team from its infancy and has been a key player in building out the team through talent acquisition, strategic coaching, and technological improvements.  In her free time, the Southwestern University English major unwinds with her favorite books and true crime podcasts.


 
Natalie Fleming

Natalie Fleming manages sales and customer care live chat at LegalZoom.  From the beginning stages of chat implementation at the contact center, Natalie has used her creative skills to improve both the customer and agent experiences through the channel. An avid chat user herself, she enjoys learning about the latest chat technology and implementing best practices. In her downtime, the native Austinite enjoys exploring the greenbelts with her 9 year old pup Woody. 

 

 

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