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Nov. 10, 2021

Michael Lawder : AI, Chat and Contact Center Agents Evolve

Michael Lawder : AI, Chat and Contact Center Agents Evolve

Michael leads the Customer Experience team at ASAPP. He works with customers like JetBlue, American Airlines, and Dish to help them implement AI solutions that augment and automate human work, empowering people to be their best. Prior to joining ASAPP, Michael served as SVP of Customer Care at Samsung, and held executive CX leadership roles at Electronic Arts and Apple.

Key Takeaways. 

  • Taking care of your agents. Employee satisfaction = Customer satisfaction 
  • Machine learning. How to elevate your agents into highly specialized roles by leveraging technology
  • Attrition levels in Call Centre Agent roles. Why they're so high, what they cost, and what can be done to reduce them. 
  • Empowering your employees with the right tools for work. 

Connect with Michael 

Website - https://www.asapp.com/ 

LinkedIn - https://www.linkedin.com/in/paul-cowan-154208/ 

Twitter - https://twitter.com/michael_lawder?lang=en 

Email - ml@asapp.com