Pete Collins is the Senior Vice President of Operations at Travelers Insurance. Pete has experience in leading large sales and customer service call centers/contact centers in diverse industries including BPO, financial services, telecoms, government, and retail.
In this Speaker interview, CCW goes in-depth with Pete to understand what an omnichannel contact center environment looks like, some of the best practices around creating an omnichannel environment and shedding light on the role and importance technology plays in the experience age.
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