EDUcast: Best Practices for CX

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  Telecom Reseller Learning Series
The contact center is your customer facing facility. It presents your image and defines how well you satisfy your customers. It does not matter whether you are generating profits or satisfying citizens. There is a range of best practices that should be followed for contact center success.
Mok Bouaazzi, Executive Director at BBX Technologies www.bbxtech.com and Gary Audin recorded this EDUcast as a tutorial for those new to contact centers or those who want to improve their contact center operations. Mok starts with defining the goals and challenges faced by contact center management. He continues with advice about effectively treating customers to the customer’s satisfaction. He points out that proactive calling is important for reducing customer dissatisfaction and can help in first contact resolution. Mok also discusses how agents should be treated. Unhappy agents lead to unhappy customers. Finally, he focuses on the use of workforce management.

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What you will learn in this EDUcast:
  • Call Center Goals/Challenges
  • Customers Experiences
  • Proactive Approaches
  • Easy 1st Call Resolution
  • Agents are NOT Indispensable
  • Workforce Management

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BBX Technologies www.bbxtech.com creates Vuesion technology that helps take customer service to another level. BBX delivers blended multichannel contact center software, technology add-ons, Workforce Management, outbound call center technology, and the Vuesion Call Recorder. Their programs run on easy-to-use interfaces, and provide intuitive, detailed reporting built on a multi-node scalable platform for on premise or hosted deployments.
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Gary Audin With forty plus years of UC and security experience in system implementation, consulting, writing, and training, Audin is one of the most widely read and recognized authors in the industry. Please contact Gary at delphi-inc@att.net Audin_50.JPG
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