Martin
Lampman
Director, Customer Support Operations
BCLC
With over 30 years of leadership experience, including 20+ years in Contact Center Management within financial, technology, and communications industries, and 10+ years in the gaming industry, Martin excels in driving SLA and KPI performance. Skilled in managing multi-site operations across geographies, he brings expertise in handling complex programs in both public and private sectors.
24 October 2024 13:15 - 13:45
Training support agents for high-value work alongside AI collaboration
As AI takes on routine tasks, support agents are increasingly valuable for handling complex, high-impact work. This approach focuses on training agents to excel in low-volume, high-value interactions while seamlessly collaborating with AI. By leveraging both human expertise and AI efficiency, businesses can enhance customer experiences, drive better outcomes, and future-proof their support teams.
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Useful links