171. Contact Center Transformation Using a Digital Workforce

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 . To ensure that you never miss an episode of Transform NOW, be sure to subscribe!