Ep. 1: How People and Process Power Better Customer Service (with Laura Sikorski)

Nearly two-thirds of executives invest in digital transformation projects without knowing where gaps exist in their business first. Many companies lean on technology to solve their business problems, but tech should never be your crutch. People and processes are the real turbines powering your business and defining your customer experience. Learn why Laura Sikorski, contact center operations and technology expert, says the best businesses nail down their processes and support their people before investing in modern technology. Adding an incredible tool to the mix might be the best medicine for a low productivity plague. Or, it might give you an omnichannel experience. But how does it fit with your contact center’s current policies and processes? And how does it help your contact center reach operational and customer experience goals? Laura’s sharing why technology is the third pillar in a healthy customer service team, not the first. And, she’s giving you tips to prioritize your people and processes.