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 <a href= "https://www.linkedin.com/in/davemichels/">Dave Michels</a>, principal analyst and founder of <a href="https://talkingpointz.com/">TalkingPointz</a>, about: <ul> <li style="font-weight: 400;">Key trends in the enterprise space in 2020</li> <li style="font-weight: 400;">Who's accelerating cloud strategies as part of digital transformation</li> <li style="font-weight: 400;">Most beneficial tools for contact centers as work from home models start to solidify</li> </ul> Listen to this and all our other That’s Genius! episodes with <a href= "https://podcasts.apple.com/us/podcast/thats-genius/id1462852442"> Apple Podcasts</a>, <a href= "https://open.spotify.com/show/5tjIendtHoSXg6oOClALT7?si=Ifj5AqKhRm-FPHIQUrQqsQ"> Spotify</a>, or our <a href= "https://www.five9.com/thatsgenius">website</a>.

64. Passing the Stress Test w/ Vikas Bhambri

Dare to Reimagine is a show that brings bold new ideas from the innovators who are transforming customer experience and changing the way businesses connect with customers.Our host says it best:“On the podcast, we want to help companies rethink what's possible in CX, and dare to reimagine to be different.” – Genefa MurphyJoin a lineup of industry luminaries who discuss topics like the power of the cloud, the contact center of the future, AI, customer experience, agent empowerment, omnichannel in the call center, and more.If your goal is to deliver extraordinary experiences for your customers and your contact center agents, this is the podcast for you.