Customer Experience Foundation invites you to their event
About this event
Welcome to our CX Webinar for the Customer Experience Foundation.
For this webinar, we’ve teamed up with Route 101 and Blackcircles to explore the topic: Empathy Meets Algorithms: Revolutionising Customer Experiences in the AI Era
Event Overview:
Automation is essential for streamlining many contact centre operations. It helps reduce wait times for customers and allows agents to focus on more complex queries. However, while machines excel at many tasks, they lack the emotional intelligence of a skilled human.
In this session, we’ll share strategies for successfully integrating automation into your contact centre operations while preserving that crucial human touch. Discover how to use the right tools, resources, and training to exceed customer expectations.
You’ll also hear firsthand from Jamie Pincott, Resource and Planning Manager at Blackcircles, about how his team achieved this balance. Learn how they transformed customer and employee satisfaction, reduced handling times, enhanced efficiency, and streamlined their processes.
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I’ve been in the CX industry for a number of years, working in both the financial sector and most recently E-Retail. You think of a role – I’ve done it! From inbound agent to complaints specialist, Team Lead and now the management of a Customer Care Resource and Planning Team. I’m lucky to have had such broad visibility of multiple contact centres across the country and I love sharing my experience along the way. My relationship with Route 101 began a few years back, with the design and launch of our newly acquired Calabrio WFM - and some other great products - to sit alongside our existing Zendesk platform. The team over there are fantastic and there’s not much they don’t know! Delighted to be involved in the upcoming webinar and can’t thank Route 101 enough for the help and support they’ve offered in my current role to date.
Ben brings nearly 20 years of experience in delivering tailored customer experience solutions. As a Principal Solution Consultant at Route 101, he leads transformational projects, focusing on architectural aspects and integrations for clients. Ben works across the breadth of Route 101's portfolio and collaborates with partners to drive customer excellence. Prior to joining Route 101, Ben worked at Calabrio and Teleopti, where he helped clients unlock the full potential of their resource planning operations through effective product use and process optimisation. He also played a significant role in developing business cases for integrations and other contact centre improvements.
We are run by practitioners, our aim is to learn, understand, share, and promote best practice across all areas of Customer Experience.
