Join Karla Jo Helms on the Disruption Interruption podcast as she interviews Dr. Theresa Szczurek, Co-founder and COO of Radish Systems, about their groundbreaking ChoiceView platform. This innovative solution integrates voice and visual interactions to revolutionize call centers, enhancing customer experience with richer, more engaging communications.
TAMPA BAY, Fla., June 18, 2024 /PRNewswire-PRWeb/ -- Modern contact centers are the frontline between companies and customers, delivering timely support, enhancing satisfaction, and driving continuous improvement. (1) They play a key role and face the challenge of continuously adapting to technological advances, changing consumer behaviors, and evolving regulations. Under the leadership of Dr. Theresa Szczurek, Radish Systems is pioneering this revolution through the integration of voice and visual interactions. "By combining these two elements, we can increase understanding, recall, and retention by up to 600%," she states. In this conversation with Karla Jo Helms (KJ), host of the Disruption Interruption podcast, the esteemed tech entrepreneur highlights: "Our goal is to improve the customer experience by making interactions more engaging and efficient."
Transforming Customer Communication with ChoiceView
Visual communication capitalizes on the brain's rapid processing of images, which occurs 60,000 times faster than text, with 90% of information transmitted to the brain being visual. This approach enhances concept processing, message clarity, and overall communication effectiveness. (2)
That is why Dr. Szczurek's innovative spirit has led Radish Systems to introduce the concept of Visual Interactive Voice Response (IVR) systems and Visual Live Agent interactions in the form of ChoiceView. ChoiceView enables businesses to provide visual information alongside voice calls, allowing users to see images, graphics, and text on their devices during phone conversations.
"Imagine calling a contact center and not only speaking with a representative but also receiving visual information that can be seen and interacted with in real time. This is the future of customer communication," Dr. Szczurek explains.
Radish Systems has made significant impacts in both public and private sectors as well as in several industries such as healthcare, financial services, telecommunications and more. For instance, they collaborated with Mile High United Way to enhance the 211 service, enabling people to find shelters quickly via smartphone during emergencies. In the private sector, Radish Systems improved customer service for a major toy manufacturer during peak seasons, utilizing their technology to gather valuable feedback and enhance overall customer satisfaction.
Innovative Solutions for the Growing Contact Center Market
As the contact center market continues to grow, with billions of dollars at stake, the need for innovative solutions is more critical than ever. "Companies are trying to be more efficient and decrease costs, but they also need to ensure a positive customer experience," Dr. Szczurek states. "Our technology helps achieve both by reducing average handle time, improving first call resolution rates, and enhancing overall customer satisfaction."
Radish Systems' journey from its early days to its current position as an industry leader underscores the importance of innovation and resilience. "Innovators often see needs long before the technology exists to address them. When technology catches up, it's an opportunity to create new ventures and drive change," noted Dr. Szczurek.
Links:
Disrupting the $400B Call Center Industry with Theresa Szczurek https://omny.fm/shows/disruption-interruption/disrupting-the-400b-call-center-industry-with-ther?in_playlist=podcast
LinkedIn: https://www.linkedin.com/in/theresaszczurek/
Twitter: https://twitter.com/theresaszczurek?lang=en
Company Website: https://radishsystems.com/
Company LinkedIn: https://www.linkedin.com/company/radish-systems-llc/
Disruption Interruption is the podcast where you will hear from today's biggest Industry Disruptors. Learn what motivated them to bring about innovation and how they overcame opposition to adoption.
Disruption Interruption can be listened to in Apple's App Store and Spotify.
About Disruption InterruptionTM:
Disruption is happening on an unprecedented scale, impacting all manner of industries— MedTech, Finance, IT, eCommerce, shipping, logistics, and more—and COVID has moved their timelines up a full decade or more. But WHO are these disruptors and when did they say, "THAT'S IT! I'VE HAD IT!"? Time to Disrupt and Interrupt with host Karla Jo "KJ" Helms, veteran communications disruptor. KJ interviews badasses who are disrupting their industries and altering economic networks that have become antiquated with an establishment resistant to progress. She delves into uncovering secrets from industry rebels and quiet revolutionaries that uncover common traits—and not-so-common—that are changing our economic markets… and lives. Visit the world's key pioneers that persist to success, despite arrows in their backs at http://www.disruption-interruption.com.
About Theresa Szczurek
Dr. Theresa Szczurek's illustrious career spans leadership roles in both private ventures and public service. As Co-founder, COO, and Corporate Board Member of Radish Systems LLC, she spearheaded the development of groundbreaking telecommunications technologies. Her entrepreneurial journey includes leading Radish 1.0 to a successful acquisition and later founding Radish 2.0, which set industry standards in mobile communications. Beyond entrepreneurship, Dr. Szczurek's tenure as Colorado's Chief Information Officer underscored her commitment to advancing information and communications technology across state agencies. A sought-after thought leader and author, she continues to impact the technology landscape through strategic consulting and board memberships, all while fostering innovation and leadership development.
About Karla Jo Helms:
Karla Jo Helms is the Chief Evangelist and Anti-PR® Strategist for JOTO PR Disruptors™. Karla Jo learned firsthand how unforgiving business can be when millions of dollars are on the line — and how the control of public opinion often determines whether one company is happily chosen, or another is brutally rejected. Being an alumnus of crisis management, Karla Jo has worked with litigation attorneys, private investigators, and the media to help restore companies of goodwill into the good graces of public opinion — Karla Jo operates on the ethic of getting it right the first time, not relying on second chances and doing what it takes to excel. Helms speaks globally on public relations, how the PR industry itself has lost its way, and how, in the right hands, corporations can harness the power of Anti-PR to drive markets and impact market perception.
References:
1. Carrigan, Tim. "The Evolution of Contact Centers: Top Six Trends for 2024." Andrew Reise , 9 Apr. 2024, andrewreise.com/insights/the-evolution-of-contact-centers-top-six-trends-for-2024.
2. Magner, Evan. "Visual Communication: What It Is, Why It Works and How to Use It." Mvix , 18 Feb. 2022, mvix.com/blog/visual-communication/.
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