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Humans and Technology Intersect at the Future of Customer Service

Recent headlines argued that coronavirus would usher in the death of the call center. But even today, non-voice channels like email, chatbots, social media, and self-service still account for only a portion of customer service interactions. When customers cannot resolve issues through non-voice channels, they turn to agents because people solve problems for other people.

Hear from Jen Lee, Chief Strategy Officer at Intradiem, as she shares why solving the call center data problem is crucial for improving the customer experience. During this session, you will learn more about:

  • Overcoming the challenges of taking advantage, in real time, of the massive amounts of data generated by call centers
  • How AI-powered automation can be used to support your customer service teams
  • The positive impacts of automation when applied alongside, not in replacement of, humans
Speaker Bio
  • Jennifer Lee

    Chief Strategy Officer - Intradiem

    Jennifer has 20 years’ experience in the contact center industry with more than 15 years as a people leader. Throughout her career, Jennifer has served in a variety of roles in the contact center space, including operations, quality, workforce management, and client services. For the last four years, Jennifer led the Customer Success organization at Intradiem, where her team was pivotal in achieving the historic milestone of one billion automation actions. As Chief Strategy Officer, Jennifer now leads the teams that include Intradiem’s Product Management, Product Marketing, and Marketing functions.