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.
