Ep.69: Dan Burkland & Terry Lang
Recorded at CCW Vegas 2018, this week's double-episode offers a deep dive into modern contact center trends. We begin with Dan Burkland of Five9. As the host of the CCW Excellence Awards, Burkland is the perfect person to answer burning customer management questions. What are some commonalities among "excellent" contact centers? How are leading organizations handling the digital transformation? We then welcome Terry Lang, Vice President of Comerica Bank's Retail Customer Contact Center. Lang explores the intersection between technology and humanity. How can a "human" approach to technology empower agents to engage customers?
