Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future. 

We discussed the impact of AI, the challenge of agent retention, how to build a customer-centric culture, creating and communicating contact center value, as well as opportunities in the areas of leadership, communication, and securing support and funding.  This is a time of transformation in contact centers, and I really enjoyed the chance to talk with Blake about the opportunities and challenges ahead. 

You can listen here or watch the video on YouTube.