Enabling Great Customer Conversations - An Interview With Matt Lawlor, Spearline

Presented by

Matt Lawlor, CTO, Spearline

About this talk

Take a look as CCNG President and CEO David Hadobas interviews Matt Lawson, CTO with Spearline. During this interview Matt looks at customer experience from the telecoms angle. Contact Centers justifiably focus on metrics such as first contact resolution, average handling time, and more, but that customer interaction often happens in the "environment" of a phone line. Whether the inbound phone services are supporting a positive customer experience or not is worth considering. Matt and the team at Spearline have loads of experience helping businesses to connect with their customers, and connect well.
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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.