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, an innovative tech firm that delivers real-time coaching powered by artificial intelligence and machine learning across voice, chat and digital, recently hosted a “Meet the Boss” dinner at the exclusive Smyth and The Loyalist in Chicago’s West Loop. The evening gave audience members from different industries including healthcare, retail, finance and telecommunications the opportunity to listen to CEO Matt Coughlin discuss how innovative conversational AI and machine learning augmentation improves the human experience for every agent, delivering exceptional results across sales and customer service.For Coughlin and the team at XSELL, the mission has always been to leverage technology in ways that enhance human performance, empowering them with the necessary skills and training to help them thrive in their work. Events of the past several years, including pandemic closures and restrictions and the Great Resignation, have amplified the need for forward-thinking companies that put their employees first. Many within the workforce are seeking greater work-life balance as well as opportunities to not only succeed but to contribute meaningfully to their company’s growth and success.
Recruiting and upskilling new agents is costly; attaining, training and retaining a top-performing workforce requires significant time and resources. This presents a unique opportunity for companies that can shorten training time while making it more effective across their team. During the “Meet the Boss” event, leading executives in the audience had the opportunity to speak with Coughlin and exchange ideas on how to create a more sustainable contact center using AI. Throughout the evening, the emphasis was on using AI “with a human touch”: not replacing the human workforce but augmenting their skills to create more strategic and successful interactions with customers.
Key talking points during the dinner included agent retention and attrition, using automation to reduce manual tasks, and effective training of agents. Coughlin opened the evening by inviting spirited debate from his audience, particularly as it related to the human impact of business process outsourcing.
“This idea that you are perpetually churning through people, your customers have started to become accustomed to the idea that maybe 1 out of every 3 calls is a good one,” Coughlin said in his opening remarks. “They are very quickly becoming disenfranchised or demoralized, so much so that they decide to leave.”
Instead of losing customers and agents through excessive churn rates, Coughlin suggested a better alternative: using technology to take the performances of a company’s top-performers and share them with every customer service agent on the team – in real time. When an agent is on the phone with a customer, they are instantaneously given the tools to improve the outcome. It is a system that has the power to be truly transformational within the industry.
Many of the attendees came away from the “Meet the Boss” event with new ideas, key insights and renewed enthusiasm about the possibilities of conversational AI for training.
“Our conversation was quite eclectic and undisciplined; we traveled over a whole range of issues. We were privileged at this table to have Matt from XSELL,” said an executive attendee from a financial services firm. “We were very impressed with the notion of training and optimization and how essential it is to find the right people for the right roles to actually be able to deliver.”
Another attendee from the finance industry was equally excited by the opportunities that conversational AI and XSELL can provide.
“We had the brain trust of AI over here, so we were listening and learning a tremendous amount about AI and its implications in private wealth and sales, so it was a fascinating conversation,” they said.
The “Meet the Boss” dinner with XSELL was a success for attendees as well as for Coughlin and his team, giving him the opportunity to share exciting new breakthroughs in AI-powered coaching solutions.
To learn more about XSELL Technologies, visit XSELLTechnologies.com.
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