The contact center is no longer just about answering calls — it’s about answering to a new era. One where AI meets empathy, and insights drive every interaction.
About the Episode:
Contact centers are undergoing a seismic shift.
Customers demand faster, smarter, and more personalized service. Leaders are racing to align technology, teams, and strategy — often all at once. So how do you lead when everything is changing… right now?
In this episode of the Etech Leadership Table & CX Podcast, we dive deep into “The Now” of contact centers with industry leader Kate Brouse and Melissa Wood. This conversation goes beyond buzzwords — it’s a masterclass on realigning your contact center strategy for today’s expectations.
Why You Should Watch:
✅ Close the Experience Gap
Learn why even “good enough” customer service isn’t enough anymore — and how AI can help bridge the gap.
✅ Align AI with Human Strategy
Discover the practical steps to ensure your AI initiatives are truly customer-centric, not just tech trends.
✅ Clean Data = Clear Strategy
Why your future with AI depends not just on tools, but on trustworthy, clean data — and how to get it.
✅ Lead for What’s Next
Find out the top skills every contact center leader needs right now to navigate rapid transformation.
What You’ll Hear:
- How to know if your AI initiative in your contact center is worth fixing or shutting down
- Why AI should always be designed with the customer in mind — not just internal efficiency
- The biggest mistake leaders make when launching AI pilots in contact centers
- What most contact centers are missing when it comes to data readiness
- How to balance short-term fixes with long-term transformation
Meet the Experts:
- Kate Brouse : Brand Ambassador of CX, Outsource Consultants
- Melissa Wood : Dean of Leadership Development, Etech
Watch Now: The Now of Contact Centers
Whether you’re a CX leader, data strategist, or contact center executive, this episode gives you the clarity and roadmap to lead with confidence — in the now, and into what’s next.
Tune in now to future-proof your Contact Center.