10. Integrating CX Capabilities Beyond the Contact Center: Sales Team

Always On CX:EX

In this episode, host Josh Chronister interviews Marie Vassilatos, Director of Contact Center Sales at AudioCodes, about integrating customer experience capabilities into sales departments.

They discuss how improving CX for sales teams leads to better customer satisfaction and loyalty, share real-world examples & use cases, explore relevant metrics & KPIs to track, and talk about future CX trends in AI and conversational interactions.

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Best Moments:

(02:39) How simplifying tools and platforms for sales agents improves both internal employee experience as well as external customer experience

(11:17) Gathering feedback from frontline agents to understand pain points and identify opportunities to streamline workflows

(20:19) Enabling quick, seamless access to cross-departmental expertise so sales agents can effectively respond to diverse customer needs

(30:37) Tracking metrics like customer effort score (CES), net promoter score (NPS), churn rate, and first call resolution (FCR) to measure CX program success

(37:03) Emerging trends in CX around AI, bot frameworks, and advancing conversational capabilities

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Guest Bio:

Marie Vassilatos: 20+ years in telecommunications, extensive experience in CX and sales

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Get Started with Voca CIC:

👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup

👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center