In today's exceedingly fast-paced, digital-everything world, keeping your day-to-day business productive and your customers happy are two sides of the same shiny coin. Teams require the right tools and an encouraging environment to work efficiently, and the assurance of a seamless customer experience is critical for preserving loyalty and driving ever-upbeat success.
This twofold topic was the connective tissue of a session I attended just yesterday here at the JW Marriott Hotel in Nashville, Tennessee at SkySwitch Vectors 2024, the annual signature event for white-label UCaaS resellers. Read here on Internet Telephony for a sweep of conference programming details, as well as here for a peek into how this exciting show kicked off.
The above-mentioned session, aptly titled “Spotlight Panel: Contact Center Insights,” was a well-balanced discussion with equal attention paid to business productivity, ensuring customer satisfaction in the UCaaS space, and how SkySwitch technologies play a role in achieving both. The session was moderated by Christina Hyde, Vice President of Revenue at SkySwitch (Hyde has really carried the moderator’s torch, so to speak, across multiple Vectors sessions), and the panelists included:
Throughout the session, Hyde and the expert panelists touched on the value of contact centers; therein, the teams that run them and the customers being served.
“A contact center’s value is measured by more than the raw numbers,” Hudson stated. “Real focus should be dedicated to responsibly maximizing operational efficiency, remaining flexible as needs change, and actually utilizing enhanced analytics to derive insights for customers.”
Then, as Adams explained, “consistent evaluation of customers’ pain points is the path. With the right reporting processes in place, customers’ needs are identified and which product they will benefit most becomes so much clearer.”
And the product, as Hyde and Hernandez discussed, “can’t result in you trying to fit a square UCaaS peg into a round CX hole.” Clear communication with team members will, in time, lead to the best-possible response for the appropriate situation. This becomes applicable to a multitude of target markets; IT and telecom, of course, as well as retail, automotive and transportation, healthcare, manufacturing and so on.
The four on stage went on to discuss several partner case studies and the feature-rich SkySwitch systems that brought to form personalized interactions, all-around greater agent-customer conveniences, faster response times, and improved resolution rates.
That’s the twofold, each-side-of-the-coin value SkySwitch makes a reality.
We can’t get into it much more than that, so we highly encourage readers to visit SkySwitch’s website for a full demo.
Edited by
Alex Passett
