“What ChatGPT does, is able to do, is just mind-boggling,” says Daniel Foppen, VP Product and Product Marketing at Convoso, an AI-powered contact center software for sales teams. “And especially with the latest version, the 4.0 model, this is really going to replace a big chunk of customer service agents. That's a full stop. I'm envisioning 20 to 30% within the next year or year and a half… Klarna, the payment service provider from Sweden, just released recently the news that they replaced 700 agents with ChatGPT virtual agents.”

Daniel Foppen

However, Foppen does not see workforce reduction. He sees workforce reassignment and growth. If you were staffing your call center to cope with surges of calls that occur at lunch time or other point on the clock or calendar, to filed inbound calls, you will now be reassigning those workers on outreach. From defense to opportunity. Foppen calls for a new approach to outbound call management. In this podcast we discuss…

Call campaigns at Scale

Leveraging AI and Automation

Enhanced Data Insights

… and we touch on how call centers can achieve higher closure rates on outbound calls. The technology change mirrors a significant role-playing change: the contact center from being a point of customer care to becoming a revenue center.

About

Convoso is a leading CCaaS contact center software provider for sales and lead generation teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to foster customer growth while supporting adherence to regulatory standards. Its omnichannel capabilities include conversational AI game-changer www.Voso.ai  to scale sales and revenue further.