Leadership

January 17, 2022
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An #IA40 recognized app that is focusing on making agents experts on day one – Interview with Brittany Bell of Cresta

Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call […]
January 6, 2022
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CX, loyalty and retention – Lessons from diverse industries – Interview with Andrea Prazakova of Mastercard and David Boucher of Aster DM Healthcare

Today’s interview is with Andrea Prazakova, who is Senior Vice President Customer Experience at Mastercard in the UAE and David Boucher, the Chief of Service Excellence […]
January 4, 2022
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A glimpse into 2022: How can contact centres plan ahead?

This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, […]
December 20, 2021
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CRM systems are not designed with users, and particularly sales users, in mind – Interview with Justin Vaillancourt of Dooly

Today’s interview is with Justin Vaillancourt is the Chief Technology Officer and co-founder of Dooly, a CRM automation software provider that is making the use of […]