In This Episode...
In this episode of SightCall Sessions, host Pete Humes converses with Kathy Sobus, an IT industry veteran with over 30 years of experience, who now leads her own business transformation strategy company, Sobus Consulting.
Kathy discusses significant shifts in the contact center landscape, particularly the rise of self-service and digital channels, and the critical need for organizations to understand and optimize the customer journey. She highlights the role of AI and advanced software in mitigating these issues to enhance both agent and customer experiences.
Kathy and Pete delve into the challenges of adopting new technologies and the importance of aligning processes to achieve true ROI. They also emphasize the necessity of agent empowerment, as happy, well-equipped agents lead to better customer interactions.
