Join the former Head of Avaya Labs & the VP of Mobile Operations at Stratix, as we discuss the journey from a traditional voice-center contact center to a digital-centric one, combining capabilities of the smart phone with live interaction to create a richer, more personalized, and potentially revenue-creating customer interaction.
Key Discussion Points:
- Bridging the gap from voice to digital-centric models
- Changing the business model from being too people-centric
- Knocking down departmental siloes
- Ensuring customer service consistency between channels
