• Real-Time Solutions and Leadership in Modern Contact Centers

  • Aug 15 2024
  • Length: 22 mins
  • Podcast

Real-Time Solutions and Leadership in Modern Contact Centers

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    Join us for this insightful episode of CX in the Wild at CCW 2024 in Las Vegas. Our guest is Kacey Tolua, Senior Director at Marriott International, who oversees the Center of Excellence technology and global infrastructure for Marriott's customer engagement centers.

    In this conversation, we discuss the significant changes in the customer service industry, especially the impact of AI, and the real-world challenges and opportunities it presents. Kacey shares her expertise on the importance of real-time technology, practical training simulations, and the need to balance innovation with practical outcomes.

    Don't miss this episode, which offers thoughtful insights on technology, customer care, and leadership in today's contact centers.

    Kacey Tolua on LinkedIn: linkedin.com/in/kaceyfelilatolua

    Learn more about Kacey's work at their website: https://careers.marriott.com/

    Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

    Learn a better way to outsource: https://www.op360.com/
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