Rob Dwyer, VP of Customer Engagement at Happitu, describes the contact center as a ‘critical touch point’ in the full customer experience. The conversation covers the role of technology in empowering contact center reps and the challenges of technology adoption when scaling a customer service team. Rob emphasizes the importance of aligning technology purchasing decisions with business goals and shares his perspective on the use of AI in customer interactions. 

Is your business ready to scale? Take the Growth Readiness Score to find out. In 5 minutes, you’ll see:

• Benchmark data showing how you stack up to other organizations
• A clear view of your operational maturity
• Whether your business is ready to scale (and what to do next if it’s not)

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