Episode details

Great experiences create more revenue. Even though this fact is well known, brands consistently categorize contact centers simply as an expense.

But those that master the voice channel create consistent value in their call centers, converting them from cost-incurring to revenue-driving.

With technology equalizing the experience for organizations of every size, it’s time to adapt.

We’ll talk with Joe Eisner, Global Partner Strategy Lead for Productivity Apps at AWS, to explore the wake of Amazon Connect’s place in the market, and how brands can regain control over the voice channel to transform the contact center from an expense to an asset.