Forgotten Yet Key Source for Contact Center Best Practices

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I’ve been very fortunate to have gained different perspectives in the contact center industry. I’m so grateful for my frontline experience, but I also realize that since those days, I’ve been able to experience a significantly broader perspective on the entire industry.

When it comes to problem solving and finding your best solution, it’s the broad experience that you want to leverage. Some solution providers invest in their own knowledge gain, while others do not. It’s important to realize that if you’re in the market for a solution, your vendor’s experience and perspective can greatly amplify the value they provide.

Your solution provider can be a key source for discovering the contact center best practices, so make sure their activity in contact center learning opportunities like networking events and education are part of your decision criteria.

Because I know how valuable it can be to you, I was thrilled to meet up with Daniel Weiss of 8×8 at a CCNG networking event Coca-Cola Consolidated’s contact center in Charlotte, North Carolina and ask him some questions about his participation and what he learned.

Here is an edited transcript of my interview.

Jim Rembach: Hey this is Jim from Call Center Coach and the Fast Leader Show and I’m here with Daniel Weiss from 8×8 and we’re at Coca-Cola Consolidated in Charlotte North Carolina. We just participated in a CCNG networking event which was absolutely phenomenal. If you ever get the chance to come to Charlotte, make sure you put Coke’s contact center on your list to visit.

Daniel, when you start talking about coming to these types of events, as a solution provider to the content contact center industry, where you see value.

Daniel Weiss: Thanks Jim. These events, as a provider just a tremendous opportunity to be exposed to how organizations like Coca-Cola deliver service via their contact center. It’s just so much value in hearing the stories from thirty or forty different organizations today on how their servicing customers, what channels they’re using and where their contact centers are headed – just a tremendous value.

Jim Rembach: When you start looking at some of the data that you’re collecting at 8×8, you’re pulling it from a lot of different sources – industry analysts and things like that, where do you kind of see some difference in reality versus what we may see or read about.

Daniel Weiss: So, you know the reality is that these folks like Coca-Cola and these other organizations that participated today have a tremendously difficult job. Delivering top-tier customer services, it’s just got to be one of the hardest things out there. So, just hearing them, spending time with them, it creates such an appreciation for what they do on a day-to-day basis.

Jim Rembach: And have you with a big background in workforce management (WFM) as well as QA (Quality Assurance) and now you’re actually working with an organization that has a unified platform – when you start looking at the types of conversations that you’re having with prospects and even coming to these and network events, how have you seen that kind of change a little bit over what you’ve had historically.

Daniel Weiss: The change is really these organizations are looking to be more agile faster and it really helps lend to what an organization like 8×8 can do with a cloud-based platform.

Jim Rembach: I wanted to go ahead and appreciate the Daniel spending some time with us and again reiterate come to a contact center networking event, preferably with CCNG if you can make it. Thanks Daniel

Daniel Weiss: Thanks Jim.

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