Honeybee Podcast Episode #104 - Shannon Burch on handling complex conversations

Contact centres are becoming critical for companies that want to expand their service offerings, create an exceptional customer experience and build brand loyalty. But how can contact center agents handle customer issues that are complex in nature?

To find out we spoke with Toronto-based Shannon Burch, director business solutions and operational projects at Scotiabank.

In honeybee podcast episode #104 Shannon shares how Scotiabank is using its contact center to field customer questions on complex issues such as financing, loans and other financial services products.

Listen to Shannon Burch during episode #104 and learn about:

  • How agents can manage questions that have complex answers
  • Why it’s valuable to move from a “transactional” model to a “conversational” model
  • How prioritizing agent training is necessary to provide an exceptional customer experience

Listen to Shannon Burch on honeybee podcast episode #104 here

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About Us

honeybee was created by people who've lived and breathed the challenges of complex retail businesses and contact centres, where creating exciting and engaging customer experiences was always threatened with speed to market pressures, legacy systems that were hard to intergrate and small project budgets.

We realised there had to be a better way, so we brought together the right people - from operational execution and employee engagement through to journey design and technical experts to make our vision a reality. We wanted to make it easier for companies to design and launch exceptional customer journeys.