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How does the industry shift after a global pandemic? What is the specific need contact centers have now and who will be the ones to rise and meet that...
Christian: We’re transitioning to a world in which people live in different parts of the country. You now have access to talent pools in various places – whether it...
Fernando Corona And so, right now, what are call centers? I guess, what’s their struggle of current call centers that don’t have your guys’ service or product? Steve Bederman...
Christopher Brooks Consumers are now evaluating the organizations that they trust based on their responsibilities to their employees and to societies. So, does the leader now need to rethink...
Doug Green: I mentioned earlier in the podcast that the crisis may have changed the way a lot of companies did their business and especially in the contact center....
Steve Bederman: We hear a lot about customer experience these days, but the ideal of CX has to be underlined with the ability to do it. How do I...
Steve Bederman: For contact centers, 2020 was eventful and revolutionary. The earliest mindset of the industry was always to remain in its comfort zone but with the pandemic, they...
Tony Johnson: When we frame this up especially from the point of view of the contact center itself, what does a great Customer Experience mean to you? Steve Bederman:...
Host: Since we’ve officially entered the connected era, how will the emergence of 5g and IoT empower contact centers? And do you think it will help in creating a...
Michael Ferree: What was it like in 1999, on the hills of internet and things going digital, from a technology standpoint in the call center space? Steve Bederman: Well,...
Shep Hyken: I talked about how to create customer amazement. And one of the end result is that there’s this consistent and predictable experience. That’s predictability. I think as...
Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Contact Centers had to adopt the right tools and even...
Business is about living life on life’s terms and just keep taking steps forward Jason: One of the challenges with trying to scale, especially in this realm, let’s say...