2024 CCSC AI Market Overview: Trends, Examples, and Best Practices
Curation of 2024 CCSC AI market insights facilitated by John Heiberger. Join the virtual sessions to stay informed on industry trends, best practices, and real-world discussions. Explore mission, operational details, and benefits of CCSC participation, including networking and knowledge sharing. Discover opportunities for sponsorship and broader membership base in this collaborative community focused on maximizing investments and decision-making.
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2024 CCSC AI - Market overview; Trends, examples, and best practices Facilitator John Heiberger MUTE Your Phone Please! Unmute to Participate www.ccsolutionsconsortium.com 1 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Sessions will be Recorded! And Uploaded to Our Electronic Site www.ccsolutionsconsortium.com 2 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Mission Share our experiences, knowledge, and insight so we can receive the most from our investments and make good decisions Create a Community of Peers We can Rely on for Help & Input Build Individual Relationships Respect Each Other s Confidentiality www.ccsolutionsconsortium.com 3 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
How We Operate Virtual No travel Collaborative Everyone Participates Independent No External Funding All Topics are Member Driven Real World Discussions No Sales or Marketing Pitches Attend What You Want Forward Invites to Others Who May Have Interest Sessions are Recorded and Stored Securely For Those Who Could Not Attend Face-to-Face Once a Year TBD www.ccsolutionsconsortium.com 4 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
2024 Season Broader Membership Base and Range of Topics Around 510+ Members and 225+ Companies Website Session schedule, technology agnostic, 7+ years of archives Member registration, lookup, discussion board, networking Attending but not a member Someone on your team may have forwarded you the invite You may have received the invite from a different company Please consider joining Spread the Word About the CCSC Past companies, business colleagues, others Sponsor your own CCSC session Any CC topic or focus contact me CCSC Sponsorship/Costs - 2024, Lucilium www.ccsolutionsconsortium.com 5 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Lucilium John Heiberger Customer Experience and Contact Center Operations 29 Years of Experience - Technology Agnostic Consulting/Advisement Benchmarks, Readiness, Optimization Technology, Outsourcing, or Services Selection Vision, Strategy, Roadmap CX Improvements, Process Improvements, Customer Journey Artificial Intelligence, Bots, Virtual Agents Project Deployments and Staff/Expertise Augmentation Operations and Information Technology Recent Trends Solution Transitions Customer Journey Tracking and Self-Service Connection Premise to Cloud Transformation 15+ Industries and 145+ Clients www.ccsolutionsconsortium.com 6 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
2024 Session Schedule 03/29/24,10am CST, 90 Min, Premise to cloud migration; Strategy, preparation, feature parity, and best practices 04/10/24,11am CST, 90 Min, Market overview; Genesys, NICE, Amazon, TalkDesk, Five9, Avaya, and others 04/23/24,12pm CST, 60 Min, Premise to cloud; Financial planning, return on investment, cost savings, or cost increase 05/09/24,1pm CST, 60 Min, Value added resellers; Is there value, additional costs, what to plan for, and insights 05/22/24,2pm CST, 60 Min, AI - Market overview; Trends, examples, and best practices 06/11/24,10am CST, 60 Min, Contact center staffing; Recruitment, incentives, motivation, and retention best practices 06/26/24,1pm CST, 90 Min, Firsthand experiences; Genesys, NICE, Amazon, TalkDesk, Five9, Avaya, and others 07/11/24,12pm CST, 90 Min, Premise to cloud migration; WFM, QA, Outbound dialer, and other critical components 07/31/24,1pm CST, 60 Min, AI - BOTs, self-service, containment; Trends, examples, and best practices 08/15/24,2pm CST, 60 Min, Speech and sentiment analytics; Flashy hype or are there real benefits 08/27/24,10am CST, 60 Min, Post interaction surveys; Tools, best practices, results, what works, and what does not 09/11/24,11am CST, 60 Min, AI - Agent and knowledge assist; How it functions, planning, best practices, and benefits 09/25/24,12pm CST, 60 Min, Quality assurance and agent assist; Native solution, best of breed and 3rd party 10/08/24,1pm CST, 60 Min, CC/CX data; Lakes/warehouses, trends, how to put it to best use, and journey enablement 10/17/24,2pm CST, 60 Min, CCaaS/UCaaS; Design, planning, disaster recovery, and business continuity ***Topic, Dates, and Times are Subject to Change www.ccsolutionsconsortium.com 7 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Christa Heibel - CH Consulting Group Founder and CEO since 2011 Contact Center Visionary & Strategist Since beginning her contact center career as an agent in 1992, Christa has focused on creating solutions that bridge the gap between people and technology. With an innate understanding of the industry s core values relationships, communication, and trust Christa understands the unique needs of all stakeholders including business leaders, employees and consumers. Christa has served in nearly every position in the contact center, from telemarketer to CEO, and has built a reputation as an industry insider, thought leader and change maker. Passionate about driving transformations reinforced by quantifiable results, Christa started CH Consulting Group in 2011 to provide comprehensive contact center and customer experience consulting services driven by her philosophy of cooperation over competition. Since then, she has built a team of industry experts with more than 350 years combined experience and served companies that include Microsoft, Nutrisystem, Deluxe and many more. www.ccsolutionsconsortium.com 8 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Possible Discussion Topics Filtering between hype and reality AI solutions seem to be popping up left and right How does one choose? AI dependencies and how to prepare for them AI attempting to determine between old data from new data from false data to policy conforming data People still want to talk to people Where to begin Agent assist Call/Digital BOTs Other examples How to begin Size, scale, shape, prep, etc www.ccsolutionsconsortium.com 9 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
Notes Xxx www.ccsolutionsconsortium.com 10 Affiliated with Lucilium LLC / 888-582-4548 / 920-427-2255 / www.lucilium.com
