63. A Conversation with the Communications Protagonist w/ Dave Michels

The pandemic changed everything. The pandemic changed nothing. I'm not being philosophical. That's a realistic picture of contact centers in 2020. The pandemic sent agents home, ate up more of their time, and moved their data to the cloud. But in fact, all those trends were already in place. COVID just accelerated them. What's up next for revolution in contact centers? On a recent episode of That’s Genius!, we talked with Dave Michels, principal analyst and founder of TalkingPointz, about: Key trends in the enterprise space in 2020 Who's accelerating cloud strategies as part of digital transformation Most beneficial tools for contact centers as work from home models start to solidify Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.