Pete Wright invites Shelly Lindstrom, Principal Customer Success Manager at Upland Software, to share key takeaways from the recent Customer Contact West conference. They explore the latest trends impacting contact centers today.

Shelly provides an insider's perspective on the event, the shift away from trade show floors, and the meaningful conversations between vendors, customers, and attendees. She highlights new innovations in AI, analytics, knowledge management, and digital transformation, aiming to improve agent productivity and the overall customer experience.

Questions We Answer in This Episode:

• How is the contact center industry embracing knowledge management and AI?
• What role will agents continue to play as technology evolves?
• How can companies capture data and analytics to power empathetic service?

Key Takeaways:

• Digital transformation in the contact center is still a work in progress.
• AI should empower agents, not replace them.
• Capturing customer data and sentiment is crucial for an empathetic approach.

Shelly provides perspective on starting with clear business goals and letting that guide your AI approach rather than leading with the technology.

Get a pulse on the latest trends and innovations shaping the customer contact experience today. Discover new ways to elevate your agents and exceed customer expectations.

Resources for further learning:

• Connected knowledge delivery for the modern contact center (uplandsoftware.com)
• How to Attract and Retain Staff in the Modern Contact Center | Upland Panviva (uplandsoftware.com)
• Create a Knowledge Sharing Culture in Your Contact Center | Upland Panviva (uplandsoftware.com)