Show Notes

The Modern Digital Enterprise Podcast
Episode: Dial “1” for an Optimized Contact Center

In today’s Modern Digital Enterprise, the digital transformation podcast from Anexinet, Glenn is joined by Robby Paul, EVP of Contact Center at Collaboration at Anexinet to talk about the need for enterprises to up their Contact Center game. They discuss common challenges that customers experience with contact centers and how, if done right, the Contact Center can be an element of digital transformation efforts to improve a customer’s perception of the company and drive increases in long-term customer value…instead of driving customers crazy.
Additionally, the episode covers:

• The challenges with “unintelligent” IVR
• Why integration between different enterprise systems is key to success
• The growing importance of omni-channel contact center touchpoints (chat, Apple Business Chat, WhatsApp and more)
• Should I migrate from my on-premise solution?
• The importance of providing coaching tools to your contact center representatives
• Staffing challenges and demand modeling
• Are intelligent chatbots ready for prime-time?
• How to start building a Contact Center strategy

Host

Glenn Gruber - Senior Digital Strategist, Anexinet

Guests

Robby Paul - EVP, Contact Center & Collaboration, Anexinet

Audio Editor

Dustin Karrat

Music Credits

Bensound: Energy
https://www.bensound.com/

About Podcast

The Modern Digital Enterprise podcast covers all aspects of Digital Transformation, including strategy, mobility, security, development, design, testing, emerging tech.