CCaaS from Both Sides of the Sale
- Summary
- Transcript
In this episode, Ken Presti interviews Valerie Espie Bourseau, of 8×8, discussing the benefits this technology can bring to customer relationships, how to leverage a multichannel and omnichannel environment, how to align your staffing with call routing capabilities, and a whole lot more. We’ll even look at why screaming “Representative!! Representative!!” might not get you to an actual human being.
In this episode, Ken Presti interviews Valerie Espie Bourseau, of 8×8, discussing the benefits this technology can bring to customer relationships, how to leverage a multichannel and omnichannel environment, how to align your staffing with call routing capabilities, and a whole lot more. We’ll even look at why screaming “Representative!! Representative!!” might not get you to an actual human being.
Ken is a veteran IT industry analyst with layers of experience, from working as a Research Director at IDC to running his own market research and channel advisory firm. His areas of expertise encompass go-to-market and channel strategies spanning the industry sectors of networking, cloud, security, and telecom.
As AVANT’s resident digi-teller, he’s relating the insights gleaned from decades of experience and thousands of real-world IT purchasing decisions and transactions to tell the story of today’s technology and predict actionable insights for tomorrow.
Ken is a veteran IT industry analyst with layers of experience, from working as a Research Director at IDC to running his own market research and channel advisory firm. His areas of expertise encompass go-to-market and channel strategies spanning the industry sectors of networking, cloud, security, and telecom.
As AVANT’s resident digi-teller, he’s relating the insights gleaned from decades of experience and thousands of real-world IT purchasing decisions and transactions to tell the story of today’s technology and predict actionable insights for tomorrow.
