Quality Perks - Call Center & Coffee Chats
Quality Perks is a special series hosted by Karyn Dupree and Neal Eggers, presented by BPA Quality. This unique program invites top leaders and experts from the contact center industry to engage in insightful discussions. While delving into the nuances of the contact center field, the hosts and their distinguished guests also share their passion for coffee. Quality Perks combines industry insights with a casual and enjoyable conversation about the world of coffee, creating a platform where professionals can exchange ideas, knowledge, and personal interests in a relaxed and informative setting.
Quality Perks - Call Center & Coffee Chats
S1 Ep10 Quality Perks Coffee & Quality Chat with Gregg Stone June 10, 2022
Summary
In this episode of "Quality Perks Coffee & Quality Chat," Karyn Dupree, Quality Solutions Director at BPA Quality, and Neal Eggers, VP of Managed QA Services at BPA Quality discuss the engagement capacity gap with guest Gregg Stone from Verint. They explore challenges in customer interactions, employee retention, and leveraging technology for a superior customer experience.
Highlights
☕ Greg Stone, Account Executive at Verint, emphasizes the importance of brand loyalty as a key differentiator in today's market.
☕ The engagement capacity gap is defined as the challenge of managing the exponentially growing interactions, especially in the digital age.
☕ Employee retention is crucial, and flexibility in scheduling is identified as a key factor, allowing agents to build their own schedules.
☕ Leveraging AI and automation in workforce management helps streamline processes, reduce costs, and maintain a competitive edge.
☕ Customers now expect brands to be present on various communication channels and demand consistency in service across those channels.
☕ Insights from digital behavior analysis, post-interaction analysis, and survey data are essential for operational changes to enhance customer satisfaction.
☕ The engagement capacity gap narrows for organizations that understand and implement streamlined, predictive, and personalized customer experiences.
Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at marketing@bpaquality.com.
As always, Have a Quality Day!
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