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Successfully Implementing Agent Driven Automations- A How To Guide


Presented By: nVoq

Thursday, April 18, 1:00pm EST

Presented by Charles Corfield, CEO and Founder nVoq


About the Webcast

Agents remain the best way to address complex customer interactions.

Rather than focusing on RPAs and bots that replace agents, look for opportunities where automaton can leverage your “human capital”.

Taskflow automation developed and driven by agents will result in higher CSAT scores, reduced AHT, fewer errors, and greater employee engagement.

Join this webcast as we discuss the 5-step process to implement taskflow automations at the agent desktop:
•Discover: Spend time with representatives on chat, phone or offline. Start by looking for repetitive tasks, even small ones.
•Design: Work with the agents to put an initial set of taskflow automations in place.
•Validate: How to assess if the new automations “move the needle” on your KPIs.
•Deliver: What is the best way to rollout this new capability across the call center?
•Connect: Implement a process for change, that includes their input.


    About the Presenters

    Charles Corfield, CEO and Founder, nVoq

    Charles is a British mathematician, computer programmer, and founder of several startup companies in Silicon Valley, most notably Frame Technology Corp. A Cambridge-educated computer boffin, Corfield, went to America to continue his studies. He set up Frame Technology in Silicon Valley and sold the business in 1995.  He then acquired Adobe, which grew to become one of the leaders of the internet boom. Corfield runs nVoq, a developer of talk-to-text computer applications, in Colorado.