Skip Picciano talks all-things Contact Center and the future of the contact center tech stack

https://www.linkedin.com/in/picciano/ (Skip Picciano) is the Managing Partner of https://www.team-ecx.com/ (Effortless CX Consulting), a business focused on contact center leadership teams helping them identify technology requirements and discover practical industry solutions. Skip and I first met in California pre-pandemic, so it was great to catch up and talk about a topic we're both passionate about - contact centers. I know it's geeky, but it's an important topic and it's a great conversation. Skip and I cover a ton in our 30 mins together: 🎙 Why you need to start viewing your Contact Center like a profit center 🎙 The evolving role of tech in customer support 🎙 Skip's view on where the Contact Center tech stack is going in the next 3-5 years 🎙 Agent tools and how that's helping employees be better at their jobs 🎙 Skips advice to Contact Center leads on how to assess and select the right tech partner An awesome show with a contact center veteran dedicating his professional career to helping businesses make better, more informed decisions around a key function in the business. This is a must listen!