Voca by AudioCodes

Always On CX:EX

Business EN ↓ 28 episodes

Welcome to Always On CX:EX, the podcast designed specifically for Contact Center and IT leaders like you. We know that your role is pivotal in ensuring seamless support for both your contact center reps and your valued customers, all while managing the intricate web of technology that keeps everything running smoothly. In each episode, we dive deep into strategies and insights aimed at helping you continuously elevate your customer experience, enhance your agent experience, and maintain the stability of your contact center. We understand that you simply can't afford for any aspect of your oper...

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Episodes

3. Why Consolidate Your UC & Contact Center 16.05.2024 30:57

There’s been a lot of talk in the market about UC and contact center consolidation. But is it just talk, or could this be a viable long-term strategy? The benefits can’t be denied – more knowledgeable agents, CX abilities for employees beyond the contact center, cost savings, etc. But sometimes these two communication platforms don’t fit like a glove. How do you know if consolidation is the right...

2. Why Voice is Still the Leading Support Channel 16.05.2024 40:24

There’s been significant development in digital support channels like Chat and Email, but Voice remains the surefire channel for providing exceptional customer support. Leading with Voice requires the right mix of Conversational AI for handling mundane tasks and knowledgeable Agents for complex issues. But how do you know if you are using the right mix of Voice support to provide an unrivaled expe...

1. Where Teams Voice Ends and Contact Center Begins 16.05.2024 32:49

Microsoft Teams' growth as a collaboration tool has led organizations to use the platform as a base for improving customer experiences. However, the basic Teams Contact Center capabilities limit organizations in providing a high-level service experience for callers.  Does this mean the only other option is a larger CCaaS vendor with many features that most of the market doesn’t need? In this...