Podcast | 171

Contact Center Transformation Using a Digital Workforce

Time: 20:41
Transform NOW Podcast with David Burnie of The Burnie Group

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A Win-Win for Customers and Employees

In this episode, host Michael Marchuk talks with David Burnie about the way that automation is transforming how contact centers interact with customers while providing employees a better working environment and businesses with improved cost and efficiency. David outlines how the omnichannel approach to supporting customers requires a new way of thinking about managing these interactions.

Here’s what we talked with David about:

  • Where to begin the transformation journey within the contact center
  • How contact centers are evolving into an onmichannel interaction command center
  • Why leveraging an intelligent automation platform improves the experience for customers AND employees, while reducing costs for the business

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