These short conversations do a great job in capturing the essence of what the sector is concerned about now
A set of 7 ‘vox pop’ interviews from industry practitioners discusses the sector’s main issues in 2017
Dublin & Birmingham, April 21, 2017 – Customer engagement services leader VoiceSage has just published a special set of online videos with key partners and customers at The Future of the Contact Centre conference.
Organised by event partners Engage Business Media, the ‘vox pops’ examine how brands are starting to successfully create more personalised service and introducing SMS and automated voice alongside more traditional customer contact channels like phone and email.
The discussions feature Steve Hurst, Editorial Director at Engage Business Media, John Duffy, Enterprise Sales Consultant, at VoiceSage, Dawn Crewe, Head of Customer Services, Elmbridge Borough Council, Michael Cheng, Quality Insight & Strategy Manager, Capita, Lee Trenam, Senior Account Director, VoiceSage, Martin Williams, Business Development at CX Company and Jason Knowles, Customer Journey Manager at Express Gifts.
Themes explored include What Are The Biggest Current Engagement Hurdles, What’s The Best Way Of Responding To Customer Demands? and The Sensitive, Demanding Customer Reality You Have To Deal With.
“These short conversations do a great job in capturing the essence of what the sector is concerned about now, as well as practical guidance on what to do about these challenges,” said VoiceSage Chairman, James J Kett.
The full set of videos are available to view here:
Our Biggest Customer Engagement Challenge: Steve Hurst, Engage Business Media
Our Biggest Customer Engagement Challenge: Michael Cheng, Capita
Our Biggest Customer Engagement Challenge: Jason Knowles, Express Gifts
Our Biggest Customer Engagement Challenge: Martin Williams, CX Company
Our Biggest Customer Engagement Challenge: Dawn Crewe, Elmbridge Borough Council
Customer Engagement Challenges + Demand for customer engagement: John Duffy, VoiceSage
Customer Engagement Challenges + Emerging channels: Lee Trenam, VoiceSage
VoiceSage delivers proactive customer engagement solutions that help companies streamline and add value to their high-volume, outbound contact activities. Its blue chip customers include Argos (Home Retail Group), Capital One, Thames Water, AXA Insurance and Shop Direct. These and other customers rely on VoiceSage technology to help them transform credit collections, delivery and appointment confirmations, amplify marketing campaigns and support other high-volume business processes in immediate and cost-effective ways, lowering costs and improving the customer experience.
VoiceSage was founded in 2003 and has offices in the UK and Ireland. Please visit www.voicesage.com for more about us and our work with customers, or follow us on Twitter @VoiceSage
Carina Birt, Sarum
PR for VoiceSage
+44 1722 322916
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