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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 automation 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 Corfield has been in the technology sector for the last 25 years in both operational and investment roles. He has served at organizations from start-ups to public companies, including stints on audit and compensation committees. His interest in voice automation to speed desktop workflow grew out of the experiences from his portfolio companies BeVocal (now Nuance) and iBasis (now KPN). He was also an early investor in Silver Lake Partners, a leading technology buyout fund. He served as cofounder and chief technology officer of Frame Technology, which was acquired by Adobe.

    Mr. Corfield enjoys ultra-marathons, both races and fun runs, such as double crossings of the Grand Canyon and The White Rim Trail. He graduated summa cum laude in mathematics from Cambridge University, England, where he is an honorary fellow of St. Johns College.