Best Practices for Improving the Contact Center Experience

by | Apr 26, 2023 | Podcast | 0 comments

Brandon Knight
Brandon Knight

Brandon Knight is the Head of Global Channel Customer Experience at Zoom, where he cultivates a world-class customer experience on various channels. As a contact center and channel expert, he served as the VP of Contact Center Practice at Telarus, one of Zoom’s leading partners. Brandon is a DEI advocate and serves on various boards, including EmployBridge, Channel Futures, and Xposure Inclusion & Diversity Council, which he co-founded. 

 
Available_Black copy
Available_Black copy
partner-share-lg
partner-share-lg
partner-share-lg
partner-share-lg
Available_Black copy
partner-share-lg

Here’s a glimpse of what you’ll learn: 

  • [6:16] Brandon Knight talks about AI’s role in boosting the customer experience
  • [15:11] Why contact center agents should have access to data and technology
  • [19:06] The barriers to resolving customer issues
  • [22:09] How to propose solutions to contact center leaders and evaluate service quality
  • [28:41] Brandon addresses remote work trends — and how businesses can maintain exceptional customer service in this environment
  • [32:00] Zoom’s future developments for customer interactions
  • [40:43] Advice for call centers to provide value to customers and C-level executives

In this episode…

Many organizations have embraced new technology like AI and automation, but contact centers are less savvy. This is because companies hesitate to provide consultants with the tools and information they need to resolve pressing concerns, consequently diminishing the customer experience. How can external stakeholders empower businesses to improve their services?

Customer service and call center veteran Brandon Knight says corporations must recognize the value proposition of new technology and upgraded customer experiences. Accordingly, technology providers should share data-driven reports comparing customer feedback against competitors. As a stakeholder, you can also evaluate contact center service levels by posing as customers and offering constructive criticism. Brandon advises companies to adopt video capabilities for their contact centers to resolve customer issues effectively.

Join Rolando Rosas and Dave Kelly in today’s episode of What The Teck? as they sit down with Brandon Knight, Zoom’s Head of Global Channel Customer Experience, to discuss enhancing the contact center experience. Brandon explains the importance of providing call center agents with data and technology, Zoom’s customer interaction efforts, and how businesses can maintain exceptional customer service in remote work environments.

Resources mentioned in this episode:

Sponsor for this episode…

This episode is brought to you by Global Teck Worldwide. 

We are a full-service online retailer of professional headsets, webcams, and speaker phones from top manufacturers. 

Since 2002, Global Teck Worldwide has provided affordable, high-quality communications equipment and customized telecommunications services to organizations of all sizes.

Our specialists have invested hundreds of hours in technical training, certifications, and seminars to assist customers with purchasing decisions. 

We have served thousands of customers in a variety of industries with value-added services, including ergonomics, employee work accommodations, and hearing-impaired services. 

If you are a government agency, small business, or Fortune 500 company, contact us at https://circuitloops.com/contact-us/ to discover a solution that fits your communication needs.

Episode Transcript:

Brandon Knight 0:00

They’re gonna kill me, man because everybody likes buzzwords, right. And for years, we’ve been talking Oh, AI is an AI that right, and everybody got excited about it, but nobody really knew what it was. And then when you did figure out what it was, it was too expensive to do. Right? What I liked now is that we’re seeing this shift in the industry, from front end AI of like chatbots, and stuff like that, to agent influence ai ai being used on the back end, to help agents, specialists, reps, whatever you call them, deliver a better customer experience. So one that was really cool, because it could figure out what your best agents were doing on calls and say, okay, so Suzy is my best agent. Suzy does this. And then when Jane’s on the phone, he could listen to the phone call, and it would hear some things. And they would tell Jane, hey, you know what, Susy would ask this right now it’s in the screen. It’s in scripting. So it’s awesome to the call, and then propping the agent to go to certain places within the CRM, even prompting them with questions to ask. And even doing some deductive reasoning, like it was I listened to one call with a person was asking about tires. And it could tell that there was an auto claim placed like a week earlier. So it had to do to the person must be trying to figure out if tires are covered in the claim that they’re filing and presented that information for the agent to take that conversational track. Wow. Like that, like anything that makes it easier for agents to deliver better customer experience. My that is awesome. I think we’re seeing some real estate

Intro 1:25

You’re listening to what what, what the Welcome to the What The Teck? podcast, where we talk about business and Office Technology, and put our 20 years of expertise to discussing trends and issues impacting the workplace.

Rolando Rosas 1:48

This podcast is brought to you by Global Teck Worldwide, your Technology Office experts that’s been around for 20 years providing trusted, personalized office IT solutions, check them out at amazon.com/teck. That’s amazon.com/teck. And welcome to What The Teck? I am Rolando. 

Dave Kelly 2:12

And I’m Dave. 

Rolando Rosas 2:14

And we are your co hosts for the podcast. What The Teck? where we talk to business and tech influencers to gain their insights in today’s evolving business world.

Dave Kelly 2:26

But before we jump into today’s guests, we want to give big props to a few people out there. Well, I know I’m gonna grab the mic grabbing the mic,

Rolando Rosas 2:35

go for those big props baby.

Dave Kelly 2:37

Listen, really big props to Braden Dixon and Courtney Cox over at ScanSource. And also our guys over at Zoom, Clark Currier and Mike Dury. Listen, you four are instrumental in our success and 2023 Thank you so much for the support bringing us up to speed this year, we’re gonna have an amazing year ahead of us. So thank you all for your support here at global tech, we really appreciate you.

Rolando Rosas 3:08

And give them a little bit more profit,

Dave Kelly 3:09

and a lesson. We haven’t had any of those folks on our podcast yet. But listen, if you want to go check out some of our previous podcasts, we do uploads weekly, you can listen to a bunch of awesome episodes out there on our website, circuitloops.com.

Pages: 1 2

Submit a Comment