The PowerTime podcast delves into the subtleties of Low-code development and the mastery of leading a high-achieving technology team. It provides vital technical leadership guidance and insights into emerging trends like AI, including how to synergize AI with Low-code for enhanced outcomes. The discussion encompasses strategies for implementing a Low-code framework in your organization, addressing leadership, technological advancements, and more. It’s important to highlight that this podcast is independently produced and is not associated with Microsoft or NCS, reflecting only the personal opinions of the speakers. Please go to https://powertime.au to subscribe to our newsletter.
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The PowerTime podcast delves into the subtleties of Low-code development and the mastery of leading a high-achieving technology team. It provides vital technical leadership guidance and insights into emerging trends like AI, including how to synergize AI with Low-code for enhanced outcomes. The discussion encompasses strategies for implementing a Low-code framework in your organization, addressing leadership, technological advancements, and more. It’s important to highlight that this podcast is independently produced and is not associated with Microsoft or NCS, reflecting only the personal opinions of the speakers. Please go to https://powertime.au to subscribe to our newsletter.
E10: We go deep into the 500m saving in the Microsoft Contact Center with Jennifer lowry
Power Time
1 hour 2 minutes 43 seconds
11 months ago
E10: We go deep into the 500m saving in the Microsoft Contact Center with Jennifer lowry
Welcome to Power Time! In this episode, hosts Scott and Matt dive into the revolutionary transformation of contact centers with the help of AI, featuring insights from Jennifer Lowry, a leader at Microsoft's contact center. With a staggering 45,000 agents across 92 centers in 120 countries, Microsoft's contact center is at the forefront of technological innovation.
Jennifer shares her journey into the world of technology and support, emphasizing the importance of leveraging AI to enhance both customer and agent experiences. The discussion highlights key metrics of success, including significant improvements in digital deflection, first call resolution, and customer satisfaction.
The episode explores the challenges and opportunities presented by AI in knowledge management, the reduction of agent toil, and the creation of a seamless customer journey. Jennifer also discusses the potential for AI to transform traditional contact center roles, enabling agents to focus on more meaningful interactions.
Tune in to discover how Microsoft is leading the way in integrating AI into contact centers, the lessons learned, and what the future holds for this evolving landscape. Don't miss this insightful conversation on the Power Time podcast!
Power Time
The PowerTime podcast delves into the subtleties of Low-code development and the mastery of leading a high-achieving technology team. It provides vital technical leadership guidance and insights into emerging trends like AI, including how to synergize AI with Low-code for enhanced outcomes. The discussion encompasses strategies for implementing a Low-code framework in your organization, addressing leadership, technological advancements, and more. It’s important to highlight that this podcast is independently produced and is not associated with Microsoft or NCS, reflecting only the personal opinions of the speakers. Please go to https://powertime.au to subscribe to our newsletter.
