22 min listen
Perfecting Your Contact Center with Tim McDougal, Managing Director, Deloitte Consulting, and Contact Center Offering Leader, Deloitte Digital
Perfecting Your Contact Center with Tim McDougal, Managing Director, Deloitte Consulting, and Contact Center Offering Leader, Deloitte Digital
ratings:
Length:
26 minutes
Released:
Oct 29, 2021
Format:
Podcast episode
Description
Telethons are an iconic part of the TV experience. Seeing the donation total rise while a whole variety show plays out for hours on end is a unique form of entertainment. But putting the gimmicks aside, telethons do a great job of depicting the delicate balance of chaos and order when it comes to managing multiple calls at the same time. And that’s a balance CX leaders work to navigate every day in their contact centers.Today, we’re doing a deep dive into contact centers. We’re going to find out what the biggest pain points are in managing one, and how to successfully run yours. Tim McDougal, Managing Director of Deloitte Consulting, and Contact Center Offering Leader at Deloitte Digital, shares how they’re leading the way in creating the best contact centers in the industry. And luckily for us, he shares all his insights in today’s episode.--------"Contact centers are the face of your organization." - Tim McDougal--------Time Stamps* (0:00) Stage lights and turkey legs* (6:54) Deloitte’s view of contact centers* (10:26) The Global Contact Center Survey* (13:42) Personalizing your contact center CX* (17:59) How to have the best customer experience at your contact center--------SponsorThis podcast is presented by Oracle CX. Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives--------LinksConnect with Tim on LinkedInCheck out Deloitte
Released:
Oct 29, 2021
Format:
Podcast episode
Titles in the series (66)
The Power of the Outsiders with Dustin Cohn, Head of Marketing at Marcus by Goldman Sachs: How did eight roughneck, novice rowers defy the odds to make the 1936 Olympics? What does that say about an outsider's perspective? And what does it tell us about building CX? by Often Imitated: CX Stories from History