26: Transformational Change

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Join us as we kick off the new year with a special episode of ACP featuring two expert guests from Cloud Interact. Eliza Taylor, Change Director, and Nick Seagrave, CTO, share their insights on the future of contact centers in 2025.

The discussion dives into key themes such as change management, technological advancements, and the evolving customer experience. Learn about the role of AI, cloud migration, and innovative solutions like Apollo in transforming contact centers. Don't miss this engaging and informative discussion on the challenges and opportunities ahead!

00:00 Introduction and Guest Welcome
01:42 Eliza Taylor's Background and Expertise
02:47 Nick Seagrave's Journey and Insights
04:17 The Future of Contact Centers
05:29 Challenges in Customer Experience
08:28 The Role of Technology in Customer Experience
12:53 The Importance of Cloud Solutions
16:10 Human Factors in Transformation
21:42 Introducing Apollo: Our Innovative Solution
29:54 Conclusion and Farewell

Find out more about CloudInteract at cloudinteract.io.

This is The Amazon Connect Podcast - the show that focuses on Amazon Connect and related technologies. Find out more about CloudInteract at cloudinteract.io.

On ACP our experts meet once every 2 weeks to discuss the latest news and deep dive into topics such as CRM integration, AI, Scheduling & Forecasting, Training & Development and lots more.

If you're a contact centre supervisor, a service owner, and IT Admin or an AWS Developer there's something for you here. Increase your knowledge and understanding of Amazon's popular customer service application.

We'd love to answer your Amazon Connect questions on the show so if you have something you'd like our experts to discuss email us at [email protected].

ACP: The Amazon Connect Podcast is created and produced by CloudInteract and is not affiliated in any way with Amazon Connect.

• No. of episodes: 27
• Latest episode: 2025-01-20
• Business Technology

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