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Ask Me Anything (AMA) LinkedIn Audio Event: Analytics, Interactive Voice Response (IVR) Routing, Best Practices, and Transitioning to the Cloud
Manage episode 365966753 series 2471065
This episode of ACG was taken from the Linkedin Live Audio Even that we did with followers on June 13, 2023.
Some of the topics brought up were:
What is the internal lift to implement tools like speech analytics?
Plusses and minuses of moving to the cloud?
What ratios should contact center management be?
What are some of the best practices for routing in the IVR?
What are some of the overall best practices for CX in the IVR?
A lot of value here as these are all done in a conversational AMA format
Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Chapters
1. Improving Call Center Operations (00:00:00)
2. Customer Service Strategies and Quality Analysis (00:10:50)
3. Advancements in Workforce and QA Technology (00:22:12)
243 episodes
Manage episode 365966753 series 2471065
This episode of ACG was taken from the Linkedin Live Audio Even that we did with followers on June 13, 2023.
Some of the topics brought up were:
What is the internal lift to implement tools like speech analytics?
Plusses and minuses of moving to the cloud?
What ratios should contact center management be?
What are some of the best practices for routing in the IVR?
What are some of the overall best practices for CX in the IVR?
A lot of value here as these are all done in a conversational AMA format
Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Chapters
1. Improving Call Center Operations (00:00:00)
2. Customer Service Strategies and Quality Analysis (00:10:50)
3. Advancements in Workforce and QA Technology (00:22:12)
243 episodes
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