Big Bus Tours has revolutionized its contact center operations, transforming a traditional service model into a dynamic profit center. By adopting a hands-on approach with its BPO 'Hub' and integrating cutting-edge generative AI technologies, Big Bus Tours has not only streamlined customer service but also enhanced sales capabilities and agent satisfaction.

Ollie Wildeman, Customer Satisfaction Manager at Big Bus Tours, will share insights on how a core team of 20 agents, augmented with temporary staff during high season, has evolved beyond just handling customer service. With dedicated sales training and a commission structure, agents are now empowered to drive revenue directly from the contact center.

The implementation of generative AI has been a game-changer. By deflecting 80% of inbound calls, primarily straightforward queries about timetables, Big Bus Tours has significantly reduced spending on productive hours while simultaneously increasing sales from the contact center. This panel session will feature Ollie Wildeman and Anna Startseva, Director of Product Marketing at Freshworks, as we delve into the challenges and successes of this transformation journey, offering practical insights for other organizations looking to optimize their contact center operations.

Attendees will learn:

• Integrating sales into customer service: Learn how to develop and incentivize your contact center team to handle both service and sales, driving additional revenue while maintaining high customer satisfaction.
• Leveraging generative AI: Understand the benefits and implementation challenges of generative AI tools, and how these technologies can deflect routine queries, reduce operational costs, and enhance agent efficiency.
• Achieving seamless AI rollout: Gain insights into the phased rollout process of AI integration, including the necessary testing, platform rebuilding, and strategies to ensure agent and customer buy-in.