E21 - Max Ball - Data in Contact Center, the Gold Mine that Is Yet to Be Discovered

Are you making the most out of your contact centre data?


Before the dissatisfied customers contribute to the lower P&L
and CLTV, wouldn’t it be better to look into the dissatisfactions
your customers have?


Max Ball, Director - Product Marketing at RingCentral, is here
with all the answers.


RingCentral, Inc. (NYSE: RNG) is a global provider of unified
communications & cloud collaboration solutions for businesses
across industry verticals. The company has a revenue of $903
million USD (2019) with around 5,000+ employees. Max is
responsible for positioning all contact centre & customer
experience offerings.


The points discussed in this episode include:


- How to go beyond just operational reporting with contact centre
data to improve the customer journey.


- Why only the larger companies get the most out of contact
centre data


- What enablers you can use for your contact centre data


- The role of messaging apps in the contact or call centres


- Dangers of using emerging tech, i.e. bots and AI, & how to
avoid the dangers


- The model for the perfect bot-human integration at the contact
centres


Want to improve your customers’ experience? Don’t miss this out!


#data #analytics #customerexperience #dda