Skip Picciano is the Managing Partner of Effortless CX Consulting, a business focused on contact center leadership teams helping them identify technology requirements and discover practical industry solutions.
Skip and I first met in California pre-pandemic, so it was great to catch up and talk about a topic we’re both passionate about – contact centers. I know it’s geeky, but it’s an important topic and it’s a great conversation.
Skip and I cover a ton in our 30 mins together:
🎙 Why you need to start viewing your Contact Center like a profit center
🎙 The evolving role of tech in customer support
🎙 Skip’s view on where the Contact Center tech stack is going in the next 3-5 years
🎙 Agent tools and how that’s helping employees be better at their jobs
🎙 Skips advice to Contact Center leads on how to assess and select the right tech partner
An awesome show with a contact center veteran dedicating his professional career to helping businesses make better, more informed decisions around a key function in the business.
This is a must listen!
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