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In this special episode of The Bridgecast, host Scott Kinka goes live from the Northeast Contact Center Forum 2025 at Gillette Stadium to capture the pulse of the contact center community. Through candid conversations with industry leaders, we explore how AI is shifting from "foe to friend," why breaking down organizational silos has become mission-critical, and how the post-COVID workplace continues to reshape customer service delivery.
From AI-powered knowledge management to the evolving challenges of remote work and agent burnout, this episode delivers unfiltered insights from the front lines of customer experience. Whether you're navigating staffing shortages, implementing new technology, or trying to get leadership buy-in for contact center initiatives, these conversations offer practical wisdom from those who've been there.
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