))
Contact Centre Innovation 101 with Paul Weald
Manage episode 418362812 series 3403792
Konten disediakan oleh Ross Powell. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Ross Powell atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.
In this episode of Talk Time with MaxContact, Paul “The Contact Centre Innovator” Weald, Director of Multichannel Customer Experience, joins Sean McIver to share his perspective on contact centre innovation and what it takes to make significant improvements to customer experience. They dive into the importance of balancing demand with smart contact centre strategies, the integration of technology and innovation, how to choose the right metrics that enhance customer experience, and the power of marginal gains in contact centre operations.
With over 30 years of experience in the field, Paul's expertise spans people management, processes, technology, operations, and customer experience. He is also an experienced angel investor, having invested in six startups over the past eight years, including ventures in customer management, eCommerce, and healthcare. Paul is especially focused on innovation, exploring how businesses can leverage emerging technologies like Generative AI to automate and enhance customer interactions.
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
Episode resources
If you enjoyed this episode, then please either:
- Subscribe, rate, and review on Apple Podcasts
- Follow on Spotify
- This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
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.
Check out our three most downloaded episodes:
47 episode
Bagikan
