Recorded at CCW Vegas 2018, this week's double-episode offers a deep dive into modern contact center trends.
We begin with Dan Burkland of Five9. As the host of the 2018 CCW Excellence Awards, Burkland is the perfect person to navigate the state of the contact center. What are some commonalities among "excellent" contact centers? How are leading organizations handling the digital transformation? He answers these questions and more in this engaging discussion.
We when welcome Terry Lang, Vice President of Comerica Bank's Retail Customer Contact Center. Lang explores the intersection between technology and humanity. How can a "human" approach to technology empower agents to engage customers?
Listen below: