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Summaries That Don't Sit on the Shelf: Capturing Insights and Reducing AHT in 2024

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January 31, 2024
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55 mins
Speakers:
Michael Lawder
Executive Advisor, ASAPP
Joe Ciuffo
Advisor, ASAPP

About the webinar

Capturing crucial context usually suffers with the fast-paced demands of modern CX. Agents must help the customer while both finding information and tracking all pertinent details. Customers get frustrated, agents deal with distraction, and the business isn’t actually getting the insights it needs.

Watch this on-demand webinar to hear Michael Lawder, former CX leader at Apple, Samsung, and EA and current Chief Growth Officer at ASAPP, and Joe Ciuffo, Head of Marketing at ASAPP, as they take listeners through the best practices, processes, and technology that will unlock the value that summarization efforts are meant to deliver without the traditional burdens they impose.

What you'll learn:

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Best practices for summarizations, after call work, reducing AHT, keeping agents focused on the customer, and how some of the best companies in the business tackle it
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A step-by-step guide to the business value that you should target with your summarization efforts
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How AI will bolster your summaries, cut AHT, and deliver transformational value
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Why AI-powered summaries are the best place to start your journey with AI
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What to consider when evaluating AI solutions

About the speakers

Michael Lawder
Executive Advisor, ASAPP

Michael has deep experience in transforming great companies and brands into customer-first organizations that, in turn, deliver great customer experiences, build loyalty, and drive better business results. Michael currently leads Community Support at Airbnb before serving as ASAPP's Chief Evangelist. Prior to joining ASAPP Michael held CX leadership roles at Samsung, Electronic Arts, and Apple. He is a passionate customer advocate.

Joe Ciuffo
Advisor, ASAPP

Joe has been leading teams at CX companies since 2015, ranging from Solutions Engineering to Product Marketing. With experience at Interactive Intelligence, Genesys, and Gladly, Joe brings a diverse point of view on the challenges contact centers are facing today. Joe formerly served as the Director of Solutions Engineering and the Head of Marketing at ASAPP at different times.

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Summaries That Don't Sit on the Shelf: Capturing Insights and Reducing AHT in 2024

Watch this on-demand webinar to hear Michael Lawder, former CX leader at Apple, Samsung, and EA and current Chief Growth Officer at ASAPP, and Joe Ciuffo, Head of Marketing at ASAPP, as they take listeners through the best practices, processes, and technology that will unlock the value that summarization efforts are meant to deliver without the traditional burdens they impose.

Get the eBook

What you'll learn

01

Best practices for summarizations, after call work, reducing AHT, keeping agents focused on the customer, and how some of the best companies in the business tackle it

02

A step-by-step guide to the business value that you should target with your summarization efforts

03

How AI will bolster your summaries, cut AHT, and deliver transformational value

01

Best practices for summarizations, after call work, reducing AHT, keeping agents focused on the customer, and how some of the best companies in the business tackle it

02

A step-by-step guide to the business value that you should target with your summarization efforts

03

How AI will bolster your summaries, cut AHT, and deliver transformational value

04

Why AI-powered summaries are the best place to start your journey with AI

05

What to consider when evaluating AI solutions

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Summaries That Don't Sit on the Shelf: Capturing Insights and Reducing AHT in 2024

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Capturing crucial context usually suffers with the fast-paced demands of modern CX. Agents must help the customer while both finding information and tracking all pertinent details. Customers get frustrated, agents deal with distraction, and the business isn’t actually getting the insights it needs.

Watch this on-demand webinar to hear Michael Lawder, former CX leader at Apple, Samsung, and EA and current Chief Growth Officer at ASAPP, and Joe Ciuffo, Head of Marketing at ASAPP, as they take listeners through the best practices, processes, and technology that will unlock the value that summarization efforts are meant to deliver without the traditional burdens they impose.

Transform your enterprise with generative AI • Optimize and grow your CX •
Transform your enterprise with generative AI • Optimize and grow your CX •