Often Imitated: CX Stories from History

Perfecting Your Contact Center with Tim McDougal, Managing Director, Deloitte Consulting, and Contact Center Offering Leader, Deloitte Digital

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Telethons are an iconic part of the TV experience. Seeing the donation total rise while a whole variety show plays out for hours on end is a unique form of entertainment. But putting the gimmicks aside, telethons do a great job of depicting the delicate balance of chaos and order when it comes to managing multiple calls at the same time. And that’s a balance CX leaders work to navigate every day in their contact centers.

Today, we’re doing a deep dive into contact centers. We’re going to find out what the biggest pain points are in managing one, and how to successfully run yours. Tim McDougal, Managing Director of Deloitte Consulting, and Contact Center Offering Leader at Deloitte Digital, shares how they’re leading the way in creating the best contact centers in the industry. And luckily for us, he shares all his insights in today’s episode.

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"Contact centers are the face of your organization." - Tim McDougal

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Time Stamps

* (0:00) Stage lights and turkey legs

* (6:54) Deloitte’s view of contact centers

* (10:26) The Global Contact Center Survey

* (13:42) Personalizing your contact center CX

* (17:59) How to have the best customer experience at your contact center

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Sponsor

This podcast is presented by Oracle CX. 

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives

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Links

Connect with Tim on LinkedIn

Check out Deloitte

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Often Imitated: CX Stories from HistoryBy Caspian Studios
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