S1 Ep10 Quality Perks Coffee & Quality Chat with Gregg Stone June 10, 2022

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Summary
In this episode of "Quality Perks Coffee & Quality Chat," Karyn Dupree, Quality Solutions Director at BPA Quality, and Neal Eggers, VP of Managed QA Services at BPA Quality discuss the engagement capacity gap with guest Gregg Stone from Verint. They explore challenges in customer interactions, employee retention, and leveraging technology for a superior customer experience.
Highlights
☕ Greg Stone, Account Executive at Verint, emphasizes the importance of brand loyalty as a key differentiator in today's market.
☕ The engagement capacity gap is defined as the challenge of managing the exponentially growing interactions, especially in the digital age.
☕ Employee retention is crucial, and flexibility in scheduling is identified as a key factor, allowing agents to build their own schedules.
☕ Leveraging AI and automation in workforce management helps streamline processes, reduce costs, and maintain a competitive edge.
☕ Customers now expect brands to be present on various communication channels and demand consistency in service across those channels.
☕ Insights from digital behavior analysis, post-interaction analysis, and survey data are essential for operational changes to enhance customer satisfaction.
☕ The engagement capacity gap narrows for organizations that understand and implement streamlined, predictive, and personalized customer experiences.

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