In this episode of Always On CX:EX, host Josh Chronister interviews John Wesselman, a contact center expert from AudioCodes, about the intricacies of designing and implementing effective call flows in contact centers. They explore the essential components, common mistakes, and best practices for creating seamless customer experiences.

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Best Moments:

(00:54) Definition and components of a call flow

(03:22) Coordination required for creating call flows

(07:22) Five-step process for creating a call flow

(10:56) Integrations essential for call flows

(15:42) Testing call flows, especially with sensitive data

(20:29) Common mistakes in call flow design and how to avoid them

(23:38) Advice for creating and testing a call flow

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Guest Bio:

John Wesselman is a contact center expert at AudioCodes with over two decades of experience in the UC and contact center industry. He has extensive hands-on experience with contact center call flows and is passionate about designing efficient and customer-friendly solutions.

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Get Started with Voca CIC:

👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup

👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center