Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call or chat session, to help them deliver the best outcomes. Brittany joined me to talk about why she made the switch from BPO to vendor side, the emerging landscape of the agent experience, the importance of live channels, ‘Experts on Day One’, contact centre churn and how Cresta’s technology works.
This interview follows on from my recent interview – CX, loyalty and retention – Lessons from diverse industries – Interview with Andrea Prazakova of Mastercard and David Boucher of Aster DM Healthcare – and is number 415 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Brittany:
Brittany Bell is a Customer Success Manager at Cresta AI where she partners with some of the world’s leading organizations to best utilize contact center agent assistance software. With over a decade of successful experience in operating contact centers in her past, Brittany can relate with her clients and provide meaningful guidance across topics even beyond software. Brittany loves data analysis and being strategic in priorities based on what she can see in the numbers. When not striving to better enable contact center agents, you’d likely find Brittany studying up on random knowledge that could come in handy for bar trivia.
Thanks to xresch on Pixabay for the image.