Back in the 1990s, BT (formerly British Telecom) was already designing and evaluating the deployment of artificial intelligence in contact centers. Part of their project team was Dr Nicola Millard, a social scientist and now Principal Innovation Partner, Enterprise CTIO at BT.

In this episode of „The Art of Customer Service“ Erik Pfannmöller and Nicola discuss the importance and challenges of technology adoption, the missing communities of coping during remote work and the move from on premise to cloud.

In this episode, you’ll learn...

• How BT pursues innovation in digital workplaces and customer experience

• What drives people to use technology, especially in a contact center context

• How psychology can be applied to improve technology usage in contact centers

• Why the contact center industry until recently has been very reluctant to embrace change, like working from home

👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.

__________________________

||||| PEOPLE |||||

🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/

👤 Guest: Nicola Millard, Principal Innovation Partner at British Telecom - https://www.linkedin.com/in/nmillard/

__________________________

||||| SPONSORS |||||

🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/

🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner

__________________________

||||| CHAPTERS |||||

from 00:00 | Introduction to the topic

from 07:58 I What drives people to use technology?

from 12:56 I What innovations have shaped the contact center industry?

from 19:45 I The future of talking

from 26:12 I How will the customer experience change in the next 5 years?

__________________________

||||| US |||||

💛 More great things from us: https://linktr.ee/dkompakt