First Contact Podcast | Season 3 | Episode 4 Digital Transformation and Future of Work for Contact Centers, with Jon Arnold Digital Transformation and Future of Work for Contact Centers, with Jon Arnoldhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Vice President Client Operations 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 Jon Arnold is a true thought leader, speaker, tech analyst and content creator in the world of digital transformation in the workplace. He was cited several times among the top analysts covering the contact center industry. In January 2022, Jon was included in “16 Hybrid Work Influencers to Follow” and “16 CCaaS Influencers to Follow”, and in December 2021 was listed in “Top 50 Contact Center Twitter Accounts to Follow”. With an experience of over 20 years in consulting, he’s been at the forefront of countless digital shifts within the business world. https://nobelbiz.com/wp-content/uploads/2022/05/Jon-Arnold.png GUEST Jon Arnold Principal of J Arnold & Associates Explore more from this episode... Video The evolution of tech communication Jon Arnold is taking us through the journey that now is unified communications, starting with voice, all the way to the cloud. Cloud has become the default for almost everything, and there is a strong link between UC and contact centers. Video + Article Consumerization of IT and the implications for contact centers Consumerization of IT has shifted the way we use our devices at work, and Jon touches on some general factors into how this applies to the contact center space. The was an increased usage in personal technology with an impact in customer's journey. Video The job of an analyst and why is it important PR, tech analyst, journalists, tech bloggers: what is the difference between them? And what do they have in common? Being an independent analyst, specialized in thought leadership provides an objective and insightful viewpoint for companies. Video Future of work and its fluidness Today, workers want to want in control and expect things to be done instantly. Work and life have become more intertwined and as a result, the concept of work has become very fluid. But there is still a need for contact centers to overcome challenges here. Video + Article Hybrid work and the proper tools for contact center agents The shift to WFH and hybrid in the contact center space has brought a lot of variability in terms of equipment, and the companies need to make sure that the agents have the right set of tool and capabilities. Video Digital transformation is a process, everything is transitioning The COVID-19 pandemic and increased digital interactions from consumers have been key factors in bringing digital transformation in contact centers forward and providing a frictionless journey for customers. Video Conversational AI and the shift from person to machine Conversational AI can be the contact center’s new superpower, transforming customer service and enhancing the CX. But it’s all in the early stages, Jon argues. Find out why! MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!