Words Matter: What Leaders Can Learn from What Customers Say | Dialpad

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Presented by

Dialpad and ICMI

About this talk

Customer experience is king in the contact center, and the keys to the kingdom are the insights contained in chat, email, and phone transcripts – artifacts of the Voice of the Customer. In this panel discussion, learn how contact center leaders can leverage customer insights to improve the overall experience and empower agents. Listen as four industry experts discuss the following topics and more: - What channel proliferation has meant for the customer experience - How to leverage your current processes and new technologies to extract customer insights - Best practices for engaging with customers in three key channels: chat, email, and phone - How to take action on customer insights to improve the quality of the customer experience

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Dialpad is where work comes together. It's the only truly unified business communications platform for global teams. Talk, message, meet, and support customers in one beautiful app. Our products provide solutions for voice, video, AI-empowered contact center, and AI sales. Welcome to the Dialpad channel where you can find innovative, thoughtful, and educational content for the UCaaS and CCaaS space.