Laura interviewed Francia Smith, President CEYE3, about the digital customer and the evolving contact center and why your center should be considered the Interactive Engagement Center.
Francia discussed this strategic transformation as it relates to channels and tools, agents, measurement/reporting and organizational collaboration.
Hear why the word empowered is no longer correct when referring to your agents capabilities and learn what your agents should be in this digital world.
Francia’s “think abouts” are thought provoking and will lead you to think about beginning your journey to transform your contact center.
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