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ICYMI: Top Strategies from Leading Private Sector Contact Centers
Manage episode 488330447 series 2910996
*NEW EDIT* In this episode, panelists from industry share their strategies and experiences for improving contact center operations. The session is moderated by Crystal Philcox, a former federal executive at GSA and IRS. Topics discussed include the importance of customer feedback, leveraging AI and analytics for better customer interactions, proactive support strategies, and empowering employees for better performance.
Facilitator: Martha Dorris, Dorris Consulting International
Moderator: Crystal Philcox, Former Federal Executive
Panelists: Michael Lassiter, Senior Process Manager, Consumer Intelligence, Capital One
Tara O'Brien, Senior Director, Johnson & Johnson
Brian Pancia, Senior Client Partner-Solutions, Verizon
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Intro/Outro Music: See a Brighter Day/Gloria Tells
Courtesy of Epidemic Sound
(Episodes 1-159: Intro/Outro Music: Focal Point/Young Community
Courtesy of Epidemic Sound)
Chapters
1. ICYMI: Top Strategies from Leading Private Sector Contact Centers (00:00:00)
2. Panelist Introductions and Backgrounds (00:03:49)
3. Improvements in Contact Centers (00:06:15)
4. Leveraging Data and Insights (00:13:18)
5. Omnichannel Experience and AI Integration (00:19:51)
6. Best Practices for Agent Engagement (00:26:46)
7. Key Performance Metrics (00:30:36)
8. Audience Q&A and Final Thoughts (00:35:47)
165 episodes
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