Contact Centers: Strategy, Technology & Best Practices

Podcast: Call Center Outsourcing Podcast · Focus Services, LLC - BenJoe Markland

Opublikowano: 2026-08-29

Contact Centers: Strategy, Technology & Best Practices — a concise walkthrough of how modern contact centers combine cloud contact center platforms, AI-enabled automation, and global delivery models to improve customer experience, control costs, and elevate agent performance. Based on content from https://www.focusservices.com/contact-centers/, this episode covers the modern contact center landscape, key technology components like omnichannel routing engines and customer data platforms, outsourcing and global delivery models, AI and virtual agents, performance metrics including AHT, FCR, CSAT and NPS, security and compliance such as PCI DSS, GDPR and CCPA, workforce experience, and technology selection and implementation best practices. Hosts Ja...