Automating the Call Center Experience

When:  Oct 11, 2018 from 8:30 AM to 11:00 AM (ET)
Associated with  Skyway

Automating the Call Center Experience

Automation with a customer first mindset provides for better interactions between businesses and customers. Modern technologies have significant impact when there is more focus on the user experience. In this session, you will learn how leveraging self-help for intuitive and intelligent knowledge provides the following:  

  1. Guided support 
  2. Leveraging chatbots and AI  
  3. Omnichannel support 
  4. Integrating systems  
  5. Actionable analytics  
  6. Increase in customer satisfaction 
  7. Enhanced data accuracy  
  8. Support agent efficiencies  
  9. Reduced onboarding time 

Evan Carlson 
- VP Business Development and Strategy at EasyVista

Evan Carlson specializes in driving innovative strategies to address IT’s toughest challenges. He is currently focused on championing the benefits of going beyond the traditional knowledge base by using Self Help to provide better interactions between the customer and support technician. By focusing on their experiences and engaging with new intuitive and intelligent knowledge tools, customer satisfaction increases and support becomes more efficient, all while reducing costs for the organization. Evan has been an HDI member since 2010 and a founding board member of the HDI Rhode Island Local Chapter from 2010-2018.


Tech Data
16202 Bay Vista Drive
Clearwater, FL 33760


Matt Hagerty
(773) 793-3251