If you plan to attend PACE ACX, you won't want to miss Invoca's session with Windstream on 10/11 from 2:45 - 3:00! (See the full agenda here)
The Power Trio: Connecting People, Processes, and Technology with Lee Mathis, Technology Manager at Windstream and Invoca's own @isaac_huerta, Senior CSM.
The experience your customers receive in the contact center is a critical piece of their buying journey. If you don’t consistently provide a great customer experience, you run the risk of damaging your brand’s reputation, missing revenue targets, and sending customers to your competition.
In this session, you will learn how to monitor, evaluate, and improve your contact center experience while giving your agents the coaching they crave. You will learn how to automatically QA every call that gets answered by an agent and how to use data to remove potential coaching biases and provide feedback in real-time to improve not only the caller’s experience but your employees' strive for excellence.
TAKEAWAYS
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Supply data-fueled coaching strategies in real-time.
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Remove the Bias! Automatically QA every call to improve agent performance.
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Enhance agent coaching, identify common customer complaints, and stay compliant with AI-fueled Scorecards.
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Learn how to build a more efficient and proficient ecosystem for marketing and sales teams.
