First Contact Podcast | Season 2 | Episode 4 The Contact Center Tech Shift During the Pandemic, with Fred Stacey Customer Memories and The True Value of CX, with Colin Shawhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Director of Sales PGlmcmFtZSB0aXRsZT0iVGhlIENvbnRhY3QgQ2VudGVyIFRlY2ggU2hpZnQgRHVyaW5nIHRoZSBQYW5kZW1pYzogRnJlZCBTdGFjZXkiIGFsbG93dHJhbnNwYXJlbmN5PSJ0cnVlIiBoZWlnaHQ9IjE1MCIgd2lkdGg9IjEwMCUiIHN0eWxlPSJib3JkZXI6IG5vbmU7IG1pbi13aWR0aDogbWluKDEwMCUsIDQzMHB4KTsiIHNjcm9sbGluZz0ibm8iIGRhdGEtbmFtZT0icGItaWZyYW1lLXBsYXllciIgc3JjPSJodHRwczovL3d3dy5wb2RiZWFuLmNvbS9wbGF5ZXItdjIvP2k9ZWRmMzctMTAzOTk3MS1wYiZmcm9tPXBiNmFkbWluJmRvd25sb2FkPTEmc2hhcmU9MSZkb3dubG9hZD0xJnJ0bD0wJmZvbnRzPUFyaWFsJnNraW49MSZidG4tc2tpbj05Ij48L2lmcmFtZT4 For this episode, one of the most influential voices in the industry joined us for a lively discussion, sharing his thoughts on the pillars of a contact center: people, process and technology, as well as the tech shift during the pandemic. Fred Stacy is the co-founder and general manager of Cloud Call Center Search and also does important work with outsource consultants, a company that helps BPOs find the best call centers to work with. https://nobelbiz.com/wp-content/uploads/2021/05/Stacey-150x150.png GUEST Fred Stacey Co-Founder & GM of Cloud Call Center Search Explore more from this episode... Video How a Small Accident Led to a Career in Call Centers Sometimes, an accident can shape and influence a series of life events. In this case, it was the starting point of a culmination of years of experience in the contact center space. As per tradition, Fred is sharing his story behind the event that led to his career in the call center space. Video Working in a Call Center as an MBA Programme When you have a better understanding of the buying process and the Internal buying methodology, you can better empathize with your clients. The Contact Center environment is often hectic and Fred was there for his clients during the hardest moments of impactful decision making. Video Setting an Objective Before Integrating AI Solutions Knowing exactly what you're trying to accomplish by adopting AI requires a right set of questions before making that decision. The contact center industry is recognized by its slow adoption so Fred thinks it’s critical to find the right resources and consciously integrate any new technology. Video Examples of Successful AI Implementations in Contact Centers Fred talks about the advantage of AI tools for data driven organizations, and the importance of having the expertise and work to analyze everything and turn it into actionable insights. From his perspective, what matters most is the right use and interpretation of data. Video What AI Should and Shouldn't Do From performing human-like tasks, how much do we want an AI to represent our company, our culture and brand? Fred thinks the secret lays in the fine tuning, done by the hands of engineers and the mind of management. The value of AI integration is incorporated in optimization. Video + Article Benefits of Call Center Speech Analytics What is the ROI of using advanced voice analytics in your contact center? Depending on the number of seats available, it can help companies to provide better customer experience and a better understanding on which agents need coaching and improvement. Video + Article Why Omnichannel Matters Omnichannel technology is stepping up the customer experience by seamlessly switching between communication channels, without loss in data and insights. As companies are beginning to provide these services, how far is Contact Center Industry from all of this? Listen to Fred’s opinion. MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!