NOTE: This webinar was held on Thursday, September 14.
Contact centers are evolving rapidly, and staying ahead of the curve is essential. Grab a cup of coffee and join us for a live discussion with Farlinium's CEO and Founder, Farzad Aref, Qualtrics, and American Family Insurance as they share their journey over the past eight years and give a glimpse into what’s on the horizon for contact center advancements.
The first half of the session will delve deep into strategies, insights, and lessons learned from using speech analytics powered by XM Discover at American Family Insurance. We will dive into the successes and challenges they’ve experienced and get a sneak peek into where they believe the contact center landscape is heading next. As we move towards the future, anticipate a blend of technological advancements and operational strategies that aim to push the boundaries of customer service excellence.
Following the discussion, we will host a live Q&A session. Here’s your chance to ask questions about American Family Insurance’s past and current strategies and probe into their vision for the next phase in contact center evolution. We hope you can join us!
Join this session to learn:
- How American Family Insurance has made significant recurring seven-figure savings by automating disposition codes and moving from a manual to an automated QA process
- How you can optimize IVR, enhance self-service, and create opportunities for cross-selling and upselling
- Valuable lessons and initiatives that can help mature contact center organizations and realize
genuine value
- What strategies to consider and prioritize in order to future-proof your program
