EPISODE 9: Optimizing Contact Center Operations and Empowering Agents with CX Technology
In This Episode...
In this episode of SightCall Sessions, host Pete Humes converses with Kathy Sobus, an IT industry veteran with over 30 years of experience, who now leads her own business transformation strategy company, Sobus Consulting.
Kathy discusses significant shifts in the contact center landscape, particularly the rise of self-service and digital channels, and the critical need for organizations to understand and optimize the customer journey. She highlights the role of AI and advanced software in mitigating these issues to enhance both agent and customer experiences.
Kathy and Pete delve into the challenges of adopting new technologies and the importance of aligning processes to achieve true ROI. They also emphasize the necessity of agent empowerment, as happy, well-equipped agents lead to better customer interactions.
Justin O'Brien, VP of Sales for existing customers atNICE, shares his journey in the customer experience industry, offering insights into what sets NICE apart as an innovator in the competitive CCaaS space.
Juergen Tolksdorf, Senior Director of Marketplace Innovation at Genesysdiscusses the critical role of a robust partner ecosystem in driving innovation and customer trust.
A conversation about how visual support accelerates problem solving, why customers love it and how one company stumbled on an unexpected use for SightCall that saved them millions.
