Patrick Russell | Source | Growth Breakthrough Leader at Glia

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Patrick Russell

Growth Breakthrough Leader at Glia
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Patrick has more than 20 years as part of the customer/client relationship industry. He has experience with large multi-site operations, process analysis and improvement, RFP development, SAP AFS interface and business lead and product/program management. Patrick has deep understanding and experience with contact center technology focusing on improving the customer experience with workforce optimization including workforce management, quality management to include speech analytics, performance management to include gamification.

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  • Revolutionizing Customer Experience: Bridging AI and Human Touchpoints
    Patrick highlights the myth that AI is merely a virtual assistant, urging businesses to leverage next-gen AI for personalized, real-time responses. He advocates starting interactions with automation, reserving human intervention for complex needs. Patrick emphasizes AI-generated summaries for seamless transitions and suggests tracking a mix of CSAT, NPS, and AWT metrics to evaluate success in customer journey unification.
  • Navigating Hosted Contact Centers: Security, Flexibility, and AI Innovations
    Patrick highlights security concerns like data privacy, addressed by "robust encryption and certifications." He advises choosing adaptable providers with flexible pricing. AI innovations enhance efficiency but require a balance with human interaction. High performance depends on "robust infrastructure" and real-time monitoring, with top providers offering 99.99% uptime guarantees.
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