PODCAST: Optimizing Contact Center Operations and Empowering Agents

SightCall Sessions: Episode 9 In this episode, industry veteran Kathy Sobus shares insights from over 30 years in customer experience, IT, and AI innovation.  Drawing on her work with Avaya, ConvergeOne, and now Sobus Consulting, Kathy unpacks how contact centers are evolving in an era of empowered customers and sophisticated digital tools. She introduces the […]

PODCAST: Building a Better Partner Ecosystem with Genesys

SightCall Sessions: Episode 8 In this episode we delve into the future of customer experience (CX) with insights from Juergen Tolksdorf, Senior Director of Marketplace Innovation at Genesys. The discussion explores the transformation from on-premise to cloud solutions, emphasizing the benefits of cloud migration for service organizations. Key topics include the critical role of a robust […]

PODCAST: A Digital Transformation Dialogue with Sears Home Services

SightCall Sessions: Episode 5 Digital transformation and innovation isn’t easy. And doing it for a 132-year-old company brings its own unique set of challenges. But you’ll hear right from the start that David Steckel is up to the task.  As Head of Product and Innovation for Sears Home Services, he’s fully embracing the service technology […]