Video: Improve Contact Center Interactions

Katie Reddick

Contact centers have gone full-tilt tech, with phone trees, IVR, AI, CPaaS, APIs, analytics, SMS… At the end of the day, though, it’s still about happy customers and happy agents. So how do you use the technology to keep everyone smiling, and manage the bottom line? Watch Customer Success Director Katie Reddick walk through the critical components and how they influence outcomes, including:

  • Setting call center expectations (how long will callers wait?!)
  • Phone trees that get people where they’re going
  • Giving customers what they need, automating the boring parts
  • Fast calls = happy customers: minimizing wait time
  • Keeping the customer on the line (don’t drop that call!)
  • The benefits of omnichannel communication
  • It doesn’t end when they hang up – Surveys, texts, analytics

Although customers can call for any number of reasons, how you handle the call plays a huge role in how they view the outcome. Watch now to equip your agents for success!

Join us each month to ask the “wise guy”—a seasoned telecom expert with deep experience in particular areas. No agenda, no sales pitch, just you, the expert, and your questions answered.

Date posted: May 15, 2024

Topic: CPaaS   Inbound Voice   Intelligent Call Routing   Outbound Voice   Uncategorized   Voice API  

Tags: Call Center   Contact Center   Inbound Redundancy  

Katie Reddick

As Director of Customer Success, Katie leads other passionate team members in cultivating customer relationships to support product value and adoption. Katie has always prioritized optimizing customer experiences, and enjoys constantly expanding her knowledge of the ever changing cloud communications industry so she can maintain helpful relationships with clients. Katie has applied her studies in social relationships and interactions to build a positive customer journey at Commio. Outside of work, Katie enjoys spending time with her family, friends, and furbabies.

Recent posts from Katie Reddick

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