Last week, Telnyx attended Call Center Week (CCW) Winter in the Big Easy - New Orleans, Louisiana. This was our first time attending CCW, and it was an awesome experience! We know that at the heart of quality customer service is quality communications, and CCW was an opportunity for us to further explore how companies can achieve great customer service and how we as a SIP Trunk Provider can help facilitate high-fidelity communication.
We had the pleasure of listening to keynote speakers such as Jim Oliver from Ritz-Carlton Leadership Center and Serena Smith from FIS Global Retail Payment about the importance of customer service and how technology and transformation play an important role in delivering that quality customer experience. There are many pieces that come together to make up the customer service team, and they play a crucial role in not only retaining customers but also maintaining one’s brand. There’s no substitute for good people and leaders, but there are also a number of ways you can leverage technology to help aid great service.
We also benefitted from the various panel discussions touching on the significance of company culture, artificial intelligence (AI) and much more. In addition to the platforms and software that can expedite some of your processes and reduce the potential for error, there is the company culture. At the end of the day, you want to deliver a human experience, not a robotic one. AI can be leveraged to help collect information and add value to work being done by human agents, but it cannot replace the need for great culture. When a customer reaches out looking for support or inquiring about services, they want to be treated with respect and have their needs addressed with a sense of urgency. What better way to ensure that your call center reps are giving off the image you desire then to create a working environment they enjoy being a part of.
Eventually, the week came to an end and we had to say goodbye to Call Center Week Winter and NOLA. It was sad to leave, but we did get to enjoy a fun-filled week with great people and great companies that reminded us of the importance of what Telnyx does and communications across all industries.
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