Contact Center Predictions for 2021 w/ Leslie O'Flahavan, Dan Miller, and Neal Topf


Contact centers have faced a tumultuous 2020 similar to most industries.

This begs the question, “Is 2021 going to be any better?”

Lucky for us, I caught up Leslie O'Flahavan, Principal of E-WRITE, Neal Topf, President of Callzilla, and Dan Miller, Founder and Lead Analyst of Opus Research, to create an expert panel on what contact center predictions there are for 2021.

We talked about:

  • What is going to change within the CX space between 2020 and 2021?
  • How can companies keep employees motivated?
  • What skills are essential in a remote contact center world?
  • What tools will appear in 2021 that will help collaboration and engagement grow?

For the entire interview, you can listen to Conversations That Matter on Apple Podcasts, Spotify, and more!

In-Stream Audio Search


Search across all episodes within this podcast

Episodes (20)