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VoiceSage Publishes Special Video Series on Customer Service Sector Challenges

20th April 2017 No Comments

A set of 7 ‘vox pop’ interviews from industry practitioners discusses the sector’s main issues in 2017

Dublin & Birmingham, April 21, 2017 – Customer engagement services leader VoiceSage has just put up a special set of online video interviews with key partners and customers at The Future of the Contact Centre conference.

Organised by event partners Engage Business Media, the ‘vox pops’ examine how brands are starting to successfully create more personalised service and introducing SMS and automated voice alongside more traditional customer contact channels like phone and email.

The discussions feature Steve Hurst, Editorial Director at Engage Business Media, John Duffy, Enterprise Sales Consultant, at VoiceSage, Dawn Crewe, Head of Customer Services, Elmbridge Borough Council, Michael Cheng, Quality Insight & Strategy Manager, Capita, Lee Trenam, Senior Account Director, VoiceSage, Martin Williams, Business Development at CX Company and Jason Knowles, Customer Journey Manager at Express Gifts.

Themes explored include What Are The Biggest Current Engagement Hurdles, What’s The Best Way Of Responding To Customer Demands? and The Sensitive, Demanding Customer Reality You Have To Deal With.

“These short chats do a great job in capturing the essence of what the sector is concerned about now, as well as practical guidance on what to do about these challenges,” said VoiceSage Chairman, James J Kett.

The full set of videos are available to view here:

Our Biggest Customer Engagement Challenge: Steve Hurst, Engage Business Media

Our Biggest Customer Engagement Challenge: Michael Cheng, Capita

Our Biggest Customer Engagement Challenge: Jason Knowles, Express Gifts

Our Biggest Customer Engagement Challenge: Martin Williams, CX Company

Our Biggest Customer Engagement Challenge: Dawn Crewe, Elmbridge Borough Council

Customer Engagement Challenges + Demand for customer engagement: John Duffy, VoiceSage

Customer Engagement Challenges + Emerging channels: Lee Trenam, VoiceSage