An Interview with Virgin Pulse’s Michael Pace, CCW Excellence Award Winner 2022

At Contact Center Week 2022, Virgin Pulse, a CxEngage client since 2019, received four CCW Excellence Awards:

  • Best Contact Center Culture
  • Customer Contact Leader of the Year
  • CCW Next Generation Leaders
  • Runner-Up: Best in Class Contact Center (100+ Seats)

We sat down with Virgin Pulse’s Vice President of Global Member Services and Operations, Michael Pace to discuss how utilizing an omnichannel, cloud-based contact center solution led their contact center operations to provide an exceptional customer experience.

Interview Timestamps and Highlights:

  • 00:00 Intro
  • 00:24 Michael Pace – An Introduction
    • Michael Pace’s Background
    • History of Virgin Pulse
  • 05:50 Contact Center Learnings
    • Balancing Quality and Cost
  • 09:27 The CxEngage Environment
    • Telephony and Reporting Applications
    • Worldwide Support
    • Fast Implementation
    • Seamless Transition Between In-Person Agents to Remote
      • Recruiting Improvements
      • Efficiency Gains
  • 12:13 Achieving Business Outcomes
    • Implementation Overview
    • Routing and Contact Center Structure Set-Up
    • Effortless Transition Launch
    • The Future of Contact Center Solutions
  • 17:31 Video Enabled Contact Center
    • Omnichannel CxEngage Integrations
    • Video Application in the Contact Center
    • Telemedicine and Wellness Applications
    • Need to Support Multiple Methods of Customer Contact
    • CxEngage Creating Confidence to Go Remote
    • Utilizing Reporting to Improve Operations

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