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Aug 23, 2018

This week's double episode offers an important reminder: successful contact center initiatives are not "one size fits all." ServiceNow's Abhijit Mitra, our first guest, reveals the importance of adapting technology to the unique needs of the contact center operation, agents and customers.  It is not enough...


Aug 16, 2018

This week's guests do not represent identical organizations.  They do, however, share a passion for the customer experience -- and the role people play in the process. Jim Iyoob of ETech, our first guest, reveals how to meet the heightened expectations of today's customers.  What do they really want? How can an...


Aug 9, 2018

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 CCW Excellence Awards, Burkland is the perfect person to answer burning customer management questions.  What are some commonalities among "excellent"...


Aug 2, 2018

It's almost a rule that customer contact professionals have to rave about the power of artificial intelligence.  But what can they do to actually harness that power?  How can they ensure AI and automation are meaningfully contributing to the custmer experience?

For Nate Ford of Allianz and Carmit DiAndrea of Verint, one...