CCW 2023 Takeaways
In late June, our TransPerfect Connect division made a notable appearance at the prestigious Customer Contact Week (CCW) tradeshow in Las Vegas! With CCW reigning as the world's largest customer contact event series, boasting more than 2,800 attendees this year, it served as the perfect platform to showcase the unrivaled capabilities and innovations we bring to the contact center landscape.
ChatGPT has taken the world by storm in 2023, so it was no surprise that this was the hottest conversation topic at CCW. Outside of the promise of lower costs and FTE, our VP of Contact Center Operations, Steve Cheeseman, had two main predictions for the role of generative AI:
Agent Specialization
Given that many tasks are being automated, including sophisticated chatbots handling Tier 0 and Tier 1 interactions, it will be even more critical to ensure that contact centers are recruiting and hiring the best people. In working with our customers, a fundamental step in ensuring program success is identifying the ideal candidate profile that the customer program needs. This will only become more prevalent in the coming years as customer candidate profiles continue to shift toward more advanced tasks, stronger empathy markers, and problem-solving and crisis-resolution skills.
Future customer expectations for human-agent interaction will be that FCR is extremely high. So, along with bringing in the appropriate agents, training will need to adjust to be more focused on the “fringe” interactions and scenarios that require human intervention.
CX and Data Science Expertise
While CX expertise has long been a pillar of strong contact center operations, the relationship between quantitative analysis and data science will become more prevalent. This goes beyond “crunching numbers” to derive business decisions for teams that can evaluate the models themselves.
What is commonly misunderstood about AI applications is how they rely on datasets to perform the application they are programmed to support—be it speech recognition, sentiment analysis, or writing a sonnet in the voice of Shakespeare. The better the data that is “fed” to the application, the better the overall output.
Most of the large language models that are now released to the public rely on publicly available internet data. Now, imagine you are supporting a highly secure or specialized program where the “general internet” is not allowed to support or is not “tailored” enough to make the generative AI effective in your program.
This is where the strong relationship between CX, data science, and operations must converge. Constant vigilance of how the customer journey is evolving in your organization will help support custom datasets and data annotation to drive operations results.
TransPerfect empowers businesses with a robust, three-pronged approach to deliver outstanding customer experiences. We specialize in the evaluation and design of CX strategies, ensuring seamless customer journeys and operationalizing that vision within our onshore and nearshore contact centers to enable efficient and personalized interactions. Additionally, TransPerfect offers advanced AI-driven data collection, annotation, and implementation to enhance decision-making and customer satisfaction. Together, these pillars form a comprehensive solution to elevate your customer experience to new heights.
For more information, reach out to us today at tpconnect_sales@transperfect.com to discuss how we can help your customer interactions!
