Meet the new head of CCaaS sales at Enreach Spain

Just a few days ago, Luis A. González joined our family as Head of CCaaS Sales, strengthening the development of our Omnichannel Contact Center. His expertise, communication skills and deep understanding of the industry make him the perfect candidate for this role.

With over 10 years’ experience in sales and marketing roles at multinational companies, it’s no surprise that Contact Center Hub arranged an exclusive interview to meet him in person and ask him some questions about the impact of customer experience in the contact centre sector.

WHAT ARE YOUR GOALS IN THIS NEW ROLE AT ENREACH?

Certainly to learn from a leading company in the industry with a pan-European presence, over 1200 employees and years of experience as a leader in UCaaS and CCaaS. At the same time, I would like to contribute and apply my previous experience in the contact centre sector, from working in the contact centre, to being a customer of the contact centre, to the last seven years in technology for the contact centre. I believe this perspective, combined with the vast experience of the Enreach team, will help us achieve our goals and position us as a leader in the CCaaS sector.

IN THE CURRENT CONTEXT, HOW DO YOU SEE THE EVOLUTION OF CUSTOMER EXPERIENCE AND ITS IMPORTANCE IN THE INDUSTRY?

It’s necessary, important and fundamental to the environment we live in. Technology is advancing at a rapid pace, and the unfortunate pandemic we’re experiencing has served as a catalyst for this.

“The evolution of CX is necessary, important and fundamental.”

But we cannot rely on technology alone. It is just the tool that end-user and contact centre professionals rely on to deliver that CX to the customers they serve – a demand that is only going to grow. That’s our vision.

WHAT ARE YOUR VIEWS ON FUTURE TRENDS IN CX AND HOW DO YOU PLAN TO INCORPORATE THEM INTO ENREACH’S STRATEGY?

In my opinion, current and future trends revolve around enhancing the human touch in customer interactions by freeing agents from repetitive and basic tasks where technology plays a significant role – smart IVRs, chatbots, voice bots, routers, etc. – and streamlining operations. This, in turn, allows agents to bring all the talent and personal touch that today’s customers require and demand when they interact.

“Current and future trends revolve around enhancing the human touch.”

To this end, the omnichannel vision of the solution is crucial in understanding our customers, regardless of the channel they use to contact us. In this way, they feel known and recognised, which goes a long way to providing excellent service.

WHAT ARE YOUR SHORT AND LONG TERM GOALS FOR ENREACH IN TERMS OF GROWTH AND SUCCESS IN THE MARKET?

In the short term, it’s about learning from this great multinational company, a leader in the industry. On this learning journey, I want to contribute and apply my experience. This mutual exchange will strengthen our knowledge and values and will undoubtedly help us to achieve our clear and ambitious goals: to lead the CCaaS sector hand in hand with our customers, guided by a clear motto: The perfect balance between people and technology.