[Marco Escobar]
Well wonderful Michael and as the VP of customer success what are two of the most beneficial questions when you engage with a customer from your perspective and that your team uses?
[Michael Skigen]
That’s a great question and it really depends on the audience. If I’m talking to the contact center organization, I really want to find out what are the five or six core functions of that call center. Which ones are the most valuable and which ones they would really like to automate to get out of that business and provide automation to improve both call center operations and customer experience.
[Marco Escobar]
Sure, so those are two separate questions, but they can harvest a lot of information. When it comes to talking to the contact center, if they’re already set, I think that there are a couple of questions that we can always ask to move out of the contact center as well. So I think one of them that I would probably start with is, when it comes to interacting generally both internally and externally to the customer, what a common methods of communication, would you agree?
[Michael Skigen]
I would agree and if we shift the conversation to the enterprise worker, then we have a completely different conversation because enterprise workers have a different daily cadence. So one of the things I would want to know from the customer is how do your enterprise workers interact either with the call center or with customers and where are the inefficiencies in getting the information and access to information in order to provide the best customer experience that they can for their customers.
[Marco Escobar]
Yeah, I love it because it weaves back into the contact center engagement to make sure that that interaction with their internal team members, but also their customers really effective. Michael, I appreciate your time. Thank you for joining me and this has been the Automation Moment for this week. We’ll see you next time.
[Michael Skigen]
Thanks Marco.
