CCN Turning Failure Demand Into Value Creation

When everyone is talking about AI as a means to reduce costs and manage demands I think it’s important we tackle some of the process punch points that drive operational demand and hear from people who are in the thick of it. Lets talks about Failure Demand - most contact centres exist because of it and are using AI in some way to manage it whether it’s analysis of demand or triaging it out through agentic deflection. But in doing this are we forgetting that it’s triaging failure and how do we turn that failure into value and process improvement. Don’t just deflect demand to AI actually try to eliminate it at the source and deflecting to an AI doesn’t fix the customers actual reason for calling. We’ll be discussing this and more in our panel who are two experienced operational Leaders, please welcome David Holmes and James Revell for the first time to The Contact Centre Network Virtual Stage!