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Call and Contact Center Expo: What You Missed

The Call & Contact Center Expo was on March 16th and 17th in Vegas. Hiya was there with industry experts to share innovative engagement strategies and pick up some new tips. The Las Vegas Convention Center was filled with inventive minds creating new avenues for the industry.

Frank Pettinato, one of these great minds, hosted a talk on the 17th. The CEO of Avantive Solutions will dive into what makes a voice channel tick in a talk entitled “You Had Me at Hello: How to Increase Sales Conversion & Efficiency with Hiya’s Branded Call”. Connecting on a call with a customer is all about conversion. Pettinato discussed how can we take them from a lead to a closed sale. 

Technology and employee engagement were the key themes this year. There was a clear focus in automation mixed with in person assistance. Chatbots can be used for simpler requests and then redirect calls towards a live agent. IVR is becoming a thing of the past. Customers growing frustration has superseded the ease of the automation process. The longer it takes for a customer to get to a live agent the longer it takes to get that crucial connection.

Hiya can help you get a better understanding of how your calls are being received and perceived. With this powerful information you will be able to connect with your customers in a more efficient and meaningful way. For a more in-depth exploration into your call center metrics, please feel free to contact us and request a meeting. We would be more than happy to set you up with a complimentary call inspection. 


Author Hiya Team