Virtual Wine Tasting in Castello di Amorosa for Contact Center Leaders

While the wine tasting may be over, the takeaways live on…

We enjoyed a fantastic wine tasting with Castello di Amorosa, and while we continued to sip our delectable wines, we got to listen to Ryan Fuerst, VP of Enterprise Project Management from Benefytt Technologies, a powerful tool for comparing Medicare policies. Here are some of the key takeaways:

• Contact center staffing continues to be a major challenge, especially during seasonal spikes. Automation can help agents focus on more complex tasks.
• Thoughtful implementation of AI technology can lead to an increase in revenue. Benefytt saw a 45% increase in lead conversion after using Replicant.
• Consistency is crucial in the contact center. By sending calls to Replicant, it’s possible to accurately forecast how many will need to be handled by live agents.
• Last but not least…listening to success stories about seeing such positive ROI and sipping wine at the same time is just a good feeling!