Скачать или смотреть How one IVR change eliminated 2.7 million inbound calls a year

What if you could eliminate 2.7 million customer calls — almost overnight? Wes Dudley, SVP of CX at Broad River Retail, did exactly that. In this episode, he shares the real-world AI and CX strategies behind some of the most dramatic contact center transformations you'll hear about.

Guest: Wes Dudley, SVP of Customer Experience at Broad River Retail (largest Ashley Furniture licensee) | Executive of the Year recipient | Named a Top CX Visionary on the C-List (2024) | 30+ years in retail customer experience across brands including JCPenney and Mitchell Gold + Bob Williams.

Chapters
00:00 – Introduction & Wes Dudley's background
00:53 – The #1 thing execs still get wrong about CX transformation
02:24 – What Wes wishes he had 10 years ago (Auto QM)
04:36 – Managing quality at scale: 28–32 agents per supervisor
05:46 – How AI applies differently at small vs. large contact centers
08:01 – High-emotion purchases & knowing when NOT to use AI
10:06 – 9 days to 8 hours: the Mitchell Gold + Bob Williams ticket resolution story
13:54 – Leading digital transformation during COVID
15:08 – Building a 750-seat contact center during the pandemic
16:01 – Call volume explosion: 16K to 115K calls/day in two weeks
18:06 – The IVR deflection strategy that eliminated 2.7M calls per year
19:40 – How agent success metrics must shift when AI absorbs easy calls
20:35 – CX All Stars: building a culture of identity and belonging
23:54 – Tools help, but they can't build — or fix — culture
26:00 – Wes's advice for anyone implementing AI in a contact center today