Martin Teasdale is joined again by Danny Wardell of Alvaria for Part 2 of their conversation.
Fresh from a great response to Episode 1, they dive deeper into the realities of contact centre life, from the agent experience to the evolution (or lack of it) of customer experience over the last 20 years.
Danny shares candid takes on CCaaS, proactive outbound, AI, and why buying brand over capability has held the industry back.
A genuinely honest conversation from two people who've lived it from the agent's seat upwards.
Chapters:
0:20 – Being an Agent
3:59 – Has the Job Got Harder?
8:22 – Has Customer Experience Improved?
16:32 – Proactive Outbound
19:22 – The BA Story
28:20 – Service vs. Cost
29:43 – AI & The Future of Contact Centers
41:23 – Wrapping Up
ContactCentre #CustomerExperience #CX #Podcast #Outbound #AI #CCaaS #Alvaria #GetOutOfWrap