Words Matter: What Leaders Can Learn from What Customers Say

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

Ron stevenson

Ron Stevenson

Senior Product Marketing Manager, CCaaS


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Rebecca Gibson

Contact Center Consultant

Gibson Learning and Performance

Natebrown 90

Nate Brown

Chief Experience Officer

Leslieoflahavan 90

Leslie O’Flahavan




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