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In this very special episode, during these very unique times, we have the privilege to be able to spend some time with Paul Herdman, Head of Global Customer Experience for NICE inContact.

In this conversion, we talk not just about COVID-19 in the call center space, but a behind the scenes look at what NICE inContact has done not just to provide customers with continuity, but the actions they have taken internally with their global support centers.

We discuss topics such as if he believes there will be in industry shift in the types of products and services we will see in the market, how things will change because of COVID-19, and what you need to be aware of for the upcoming contact center AI revolution.

Very cool conversation with a very smart contact center operations and service professional.  And yes I actually mean that!

 Blog Post Link:
https://expiviausa.com/unique-times-a-conversation-with-paul-herdman-head-of-global-customer-experience/

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 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 

Follow Tom: @tlaird_expivia
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Watch us: Advice from a Call Center Geek Youtube Channel