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