Brandon Knight is the Head of Global Channel Customer Experience at Zoom, where he cultivates a world-class customer experience on various channels. As a contact center and channel expert, he served as the VP of Contact Center Practice at Telarus, one of Zoom's leading partners. Brandon is a DEI advocate and serves on various boards, including EmployBridge, Channel Futures, and Xposure Inclusion & Diversity Council, which he co-founded.
Many organizations have embraced new technology like AI and automation, but contact centers are less savvy. This is because companies hesitate to provide consultants with the tools and information they need to resolve pressing concerns, consequently diminishing the customer experience. How can external stakeholders empower businesses to improve their services?
Customer service and call center veteran Brandon Knight says corporations must recognize the value proposition of new technology and upgraded customer experiences. Accordingly, technology providers should share data-driven reports comparing customer feedback against competitors. As a stakeholder, you can also evaluate contact center service levels by posing as customers and offering constructive criticism. Brandon advises companies to adopt video capabilities for their contact centers to resolve customer issues effectively.
Join Rolando Rosas and Dave Kelly in today's episode of What The Teck? as they sit down with Brandon Knight, Zoom's Head of Global Channel Customer Experience, to discuss enhancing the contact center experience. Brandon explains the importance of providing call center agents with data and technology, Zoom's customer interaction efforts, and how businesses can maintain exceptional customer service in remote work environments.
