Live at the 2025 Contact Center Annual Summit

The Buzz with ACT-IAC

In this special live edition of The Buzz, Pete Tseronis interviews key industry leaders on the critical role of contact centers in delivering services, especially through digital and omni-channel strategies. Key speakers, including Martha Doris of Doris Consulting International, Amanda Chavez from Qualtrics, Mia Jordan from Salesforce, Marcellus Walker, Jr from 311, Gundeep Ahluwalia CIO at NuAxis Innovations, MaryAnn Monroe VP at Maximus, Tanya Slayer Lowe, Director, U.S. Department of Labor, Crystal Philcox from Philcox Consulting- share insights on improving customer experience using technologies like AI, sentiment analysis, and automation. The summit emphasizes empathy, data-driven decision-making, and the pivotal role of contact centers as the entry point to agencies. Practical lessons, success stories, and future projections for contact centers are also discussed, providing actionable strategies for government and industry leaders.

Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on LinkedIn or visit http://www.actiac.org.
Learn more about membership at https://www.actiac.org/join.
Donate to ACT-IAC at https://actiac.org/donate.
Intro/Outro Music: See a Brighter Day/Gloria Tells
Courtesy of Epidemic Sound
(Episodes 1-159: Intro/Outro Music: Focal Point/Young Community
Courtesy of Epidemic Sound)

Chapters

1. Live at the 2025 Contact Center Annual Summit (00:00:00)

2. Martha Doris of Doris Consulting International (00:01:29)

3. Amanda Chavez from Qualtrics (00:04:51)

4. Mia Jordan from Salesforce (00:10:01)

5. Marcellus Walker, Jr from 311 (00:12:47)

6. Gundeep Ahluwalia from NuAxis Innovations (00:15:22)

7. MaryAnn Monroe from Maximus (00:22:39)

8. Tanya Slater Lowe, Director, U.S. Department of Labor (00:25:02)

9. Crystal Philcox from Philcox Consulting (00:29:49)