Transform Your Contact Centre Through Customer Expectations with Steve Sullivan
July 31, 2024
In this episode of Talk Time with MaxContact, Steve Sullivan, a distinguished freelance consultant and interim manager specialising in Omni Channel customer experience, joins Sean McIver to discuss recent innovations in contact centre performance management, the importance of customer expectations, and the challenges of compliance in the age of AI.
In this insightful episode of Talk Time with MaxContact, host Sean McIver welcomes Steve Sullivan, a distinguished freelance consultant and interim manager with over 20 years of experience in Omni Channel customer experience and management. Steve brings a wealth of knowledge in optimising customer engagement and leveraging compliance for competitive advantage.
The conversation delves into the recent innovations in contact centre performance management, particularly in light of the COVID-19 pandemic and the shift to remote work. Steve shares his insights on the challenges faced by contact centres, including the "great resignation," changing customer expectations, and the increasing complexity of customer interactions.
Key topics discussed include:
- The impact of remote work on contact centre performance management
- The importance of understanding and measuring customer expectations
- The role of different metrics like Net Promoter Score, Customer Satisfaction, and Customer Effort Score
- The nuances of customer expectations across different industries and sectors
- Best practices for selecting and managing outsource service providers
- The challenges of compliance in customer data management, including GDPR and Consumer Duty
- The intersection of AI and compliance in the contact centre industry
Whether you're a contact centre manager, CX professional, or business leader looking to navigate the evolving landscape of customer experience, this episode offers valuable insights and practical advice to help you transform your approach to customer engagement.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
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Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
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