171. Contact Center Transformation Using a Digital Workforce

<p>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.</p> <p>.</p> <p>Here’s what we talked with David about:</p> <p>* Where to begin the transformation journey within the contact center</p> <p>* How contact centers are evolving into an onmichannel interaction command center</p> <p>* Why leveraging an intelligent automation platform improves the experience for customers AND employees, while reducing costs for the business</p> <p>.</p> <p>To ensure that you never miss an episode of <em>Transform NOW</em>, be sure to subscribe!</p>