Title: What Is Robotic Process Automation For The Contact Centre? Why Is It Important To Customer Service Productivity?
Hosted by: Directors' Club

Find out how organisations are using Customer Service Robotic Process Automation to transform agent desktop environments, eliminate multichannel friction and support customers' end-to-end journeys, all while balancing automation and human relationships. Real case studies and results will be shared for you to quantify the business value of Customer Service RPA over traditional RPA technologies.

Title: Contact Center Automation Made Robust with Customer Service RPA
Technology Innovation Demo Webcast
Hosted by: CRMXchange; Presented by Jacada

Contact Centers are not the typical "low hanging fruits" for enterprise automation, often characterized by high diversity and high complexity – both known automation killers. However, new technologies are changing this, making Customer Service Robotic Process Automation (Customer Service RPA) a viable option.

Title: What Makes an Exceptional Customer Service Bot? You Ask, Experts Answer!
Featuring guest speaker, Nicolas De Kouchkovsky, Intelligent Assistant and Bot Market Specialist, Former Genesys CMO.
Webinar Replay

Title: Customer Delight - Live Demonstrations of Breakthrough Innovations - Tech Tank
Hosted by: CRMXchange
Presented by: Jacada, UJET, NICE

The customer experience/contact center industry is a space where constant progress is the norm, making it an overwhelming task to keep track of the latest innovations. Get an inside look at emerging solutions that are already having a significant impact on the marketplace. Attendees will view demonstrations of the most advanced contact center technologies and see how they can help resolve ongoing issues.

Title: How To Boost Agent Productivity & Contact Centre Efficiency
View Webinar Replay
Hosted by: Call Centre Helper
Presented by: Martin Jukes of Mpathy Plus and Graeme Gilovitz of Jacada

Boosting productivity is not a question of just working harder, it’s all about working smarter. In this webinar we looked at ways that you can boost agent productivity and contact centre efficiency.

Title: How To Reduce Inbound Call Volume
Hosted by Call Centre Helper; Presented by Rich Garrett of Jacada & Phil Anderson of The Forum

In this webinar replay we look at how to drive adoption of your self-service assets to lower inbound call volume.

Title: Exploring the CX Dichotomy: Improving the Customer Experience While Reducing Costs
Hosted by the Contact Center Network Group (CCNG); Presented by Chris du Toit, CMO, Jacada

Delivering an outstanding Customer Experience while maintaining or reducing costs is a dichotomy – On the one hand you’re under pressure to improve both self-service and contact center efficiency, and on the other hand you have a mandate to improve the customer experience across a number of metrics such as NPS and more. These goals are seemingly at odds and makes your role as a CX practitioner all the more difficult.

Title: Accelerating Customer Experience Utilizing Digital Adoption and NLP
Hosted by Steve Hurst of Engage Business Media

Find out how voice callers can be diverted to a personalized and digital self-service experience, resulting in call reduction by at least 10%. We will be sharing client use cases and actual results from Turk Telekom, Leumi Card, a Fortune 50 software company, and a Fortune 100 Insurance company.