『Contact Center Perspectives🎙️』のカバーアート

Contact Center Perspectives🎙️

Contact Center Perspectives🎙️

著者： wow24-7.io
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The podcast presents valuable insights from contact center leaders, tailor-made for their industry peers. We cover a diverse array of topics, such as AI integration, agent turnover management, revenue impact assessment, and transitioning perceptions from cost to value centers for starters.Copyright 2026 wow24-7.io マネジメント マネジメント・リーダーシップ リーダーシップ 経済学
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  • Leadership, AI & Burnout in Modern Contact Centers | Episode 72

    Leadership, AI & Burnout in Modern Contact Centers | Episode 72
    2026/05/19

    In this episode, Shmuel Saklad talks about leadership, burnout, mentorship, and the growing pressure of AI adoption in contact centers. After working his way up from frontline agent to senior leadership at B&H, he shares honest insights on building trust with teams, supporting new managers, and why strong leadership matters more than ever in the age of AI.
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    20 分
  • Rethinking WFM: Balancing Business, Customers & Agents | Episode 71

    Rethinking WFM: Balancing Business, Customers & Agents | Episode 71
    2026/04/20

    In this episode, Dan Smitley shares practical insights on how WFM leaders can better balance business goals, customer expectations, and employee needs. We also discuss collaboration, leadership, and where AI is taking Workforce Management next.
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    23 分
  • AI Agents & The Value Equation: How Customer Success Drives Revenue in the Age of AI | Episode 70

    AI Agents & The Value Equation: How Customer Success Drives Revenue in the Age of AI | Episode 70
    2026/03/23

    In this episode of Contact Center Perspectives, host Tracy Weinger speaks with Florian Raschbichler from HiveMQ about how AI agents are transforming customer success. Florian shares how AI is being applied across the entire customer journey, helping teams scale operations, improve efficiency, and focus more on delivering real customer value. The conversation explores how customer success is evolving from a support function into a revenue driver — and why companies that focus on outcomes and value creation will win in the age of AI.
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    22 分
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