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
