Maximizing Customer Engagement and Efficiency with Kevin Jones
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Maximizing Customer Engagement and Efficiency with Kevin Jones
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In a world where consumers are more empowered and discerning than ever before, fostering meaningful connections with customers has become non-negotiable.
In this episode, we are excited to be joined by Kevin Jones, the Chief Executive Officer at Calabrio. Kevin is no stranger to the technology services industry. With an impressive portfolio that includes roles at Rackspace, Dell, HP, and Herbalife, Kevin brings a wealth of experience to his current role at Calabrio. He joined the company seven months ago, eager to leverage his cloud and software experience. Calabrio operates on a true cloud-based SaaS model, providing contact center software that is revolutionizing the industry. Kevin's previous experience running contact centers gives him a unique perspective, allowing him to relate to their customers on a deeper level.
During our conversation with Kevin, we discuss Calabrio's work in maximizing customer engagement and efficiency in contact centers, as well as Kevin's insights on the customer service industry. We delve into the potential of AI in call summarization, benchmarking, and automated call scoring. Kevin emphasizes the importance of prioritizing customers and the role of automation and AI in driving efficiency and revenue growth. We also touch on the challenges and transformations in business, the importance of customer focus, and the benefits of remote work. Kevin shares his experiences managing through pandemics and offers advice on succession planning, mentoring, and execution to strategy. He highlights the importance of maintaining an entrepreneurial culture while adding discipline and accountability during scaling. Kevin also discusses personal failings and the importance of creating an environment where people feel comfortable expressing their opinions and engaging in debates.