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On Demand Webinar

Automation and Operational Excellence: Delivering Predictable Customer Service

The reality is that many customer service issues are not solved most effectively by agents in the contact center. Some requests are handled more quickly and easily through customer self-service. For more complex problems, support agents often need to work with other teams in the organization to address them.

In both cases, automation can improve customer experience and employee experience. And when things change in an instant, you want your operational processes to keep up. If you can deliver predictably high service levels during unpredictable times, your customers will notice and thank you for it.

Join this webinar with Tom Brennan, principal strategist for Customer Service Digital Transformation at ServiceNow, and John Ragsdale, distinguished vice president of Technology Research at TSIA, who will discuss:

  • Why automation is important for customer engagement and service operations.
  • Ways to break down communication and process silos among teams across the front, middle, and back office.
  • Best practices for organizing resilient operations.


Presented By:

John Ragsdale

Distinguished VP, Technology Research, TSIA

Tom Brennan

Principal Strategist, Customer Success Digital Transformation, ServiceNow

Denise Pope

Director, IT Operations, Nationwide Insurance

Publish Date: July 30, 2020