Smart Call #17 — Robots take over National Australia Bank
May 29th, 2008Episode 17 of SmartCall, your customer service and contact centre podcast, has landed. This week we feature three interviews from Dimension Data’s Customer Interact 2008 event, with the lead featuring National Australia Bank’s Tim Cullen explaining how the bank is set to launch “virtual chat”.
NAB’s customers will soon turn to virtual customer assistants for advice through the company’s new chat robot.
Also on this week’s show:
- Callcentres.net’s Dr Catriona Wallace analyses the week’s news
- Kate Zawerucha from BT Financial explains how the company went from agents feeling aggrieved by quality management to a situation where the contact centre is now a source of insight for the whole business
- Dimension Data’s Andrew Briggs explains why contact centres have gone backwards in the past decade, and what can be done to prevent further slippage
