“It all starts with the recording of a phone call,” says Gary Graves, CEO of TotalCX. In this podcast we learn how each recording of calls with customers creates actionable information that ultimately improve customer experiences. TotalCX offers, in real time, the ability of a manager to coach an agent or have the call escalated. “Total is indicative of our approach to capture communications which is holistic,” says Graves. “The CX aims the arrow.” Graves walks us through how the data his company can amass of how a company is interacting with customers, can provide a deep understanding of areas of improvement, strengths, and opportunities. Graves points out that this whole service is turnkey with the customers being free to focus on continuously improving their game. In a time when agent help is a precious resource, the tools available will also help companies make the experience for the agents better as well, with the data enabling customers to curb areas of agent frustration. Graves also discusses TotalCX involvement with the Cloud Communications Alliance, which he describes as “impactful”.
Visit www.totalcx.com
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