Podcast: Contact Center becomes your brand during crises

“People keep customer service alive,” says Jeff Palmer, Vice President of Sales and Business Development. As companies and organizations are forced to close their public spaces, customer service, moves to the contact center. However, with the crises, the contact center has to move from a fixed site to a distributed model. In this podcast, Palmer discusses the challenges and the promise of a distributed model. Jeff Palmer, Vice President of Sales and Business Development One by one, Palmer reviews for major verticals the possibilities and issues for financial services, travel, hospitality and health care. We discuss the special challenges faced by emergency and first responder services, and health help lines run by the British National Health Service (NHS) and similar contact center based services from regional medical providers in the US, mindful that regular health issues have not taken a holiday during the crises, and health care workers responding to patient questions might now have to be deployed from their homes. Palmer discusses technology and strategies, but also stresses that IT and UC technologies need to be mindful of the human side of a situation where the people answering real-time queries are just as much a part of the situation as the caller. Speechmatics makes automatic speech recognition (ASR) products that that are designed for a high level of accuracy. The company reports that it’s high level of accuracy across many languages has made Speechmatics a big choice among blue chip companies.  Visit www.speechmatics.com