How contact centre conversations became broken, and how we fix them
17 Nov 2021
Smarter Collaboration Theatre
Jimmy Hosang is a data scientist, contact centre enthusiast and a failed actor. Drawing on his experience of 10 years working in contact centre analytics and finding parallels with his previous life, Jimmy and his company, TMAC, challenge long held myths and misconceptions to design, monitor and improve contact centre conversations to increase CX, decrease costs and increase revenues.