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Season 2

The Future of Communication: Contact Center Strategy Moving Forward

This season, we’re uncovering the next wave of innovation in contact centers, exploring how cloud-based solutions, omnichannel communication, and data-driven strategies are reshaping customer interactions. As technology and customer expectations evolve, businesses must adapt to stay ahead.

With insights from Michael McGuire, we’ll guide you through the latest strategies to enhance customer engagement, optimize workforce communication, and improve call center performance. Get ready to embrace the future of contact centers, where each episode challenges conventional practices and offers fresh perspectives for business growth.

Topics covered

  • Evolution of Contact Centers
    Exploring the transformation from traditional call centers to cloud-based and omnichannel communication models.
  • Omnichannel Communication Strategies
    Highlighting the shift towards omnichannel approaches that cater to customer preferences across multiple platforms.
  • Understanding Customer Preferences
    Discussing the importance of recognizing and adapting to customer communication preferences for better engagement.
  • Leveraging Data for Customer Engagement
    Examining the role of data in shaping communication strategies and improving digital customer interactions.
  • Workforce Communication Trends
    Analyzing how communication in the workplace has evolved, from voice-based to digital-first interactions.
  • Optimizing Call Center Performance
    Addressing strategies to enhance outbound call center efficiency and overall customer experience.

with Michael McGuire

S2: The Future of Communication: Contact Center Strategy Moving Forward

Episodes

10 Videos

ON-DEMAND Webinar

AI, Automation & the Human Touch: Balancing Tech & Talent in Call Centers

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Upcoming Webinar

Avoiding Common Technology Mistakes in Contact Centers

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