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Balancing People, Process, and Tech to deliver Customer Service Excellence
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Contact centers are evolving—and it’s no longer just about answering calls. It’s about creating flexible, talent-driven environments that lead to better customer outcomes. In this episode of The Workforce Advantage, host Tim Dupree talks with Brian Poelman, Senior Director and Vice President at KellyConnect, about how the company’s virtual-first, people-centric model is setting a new standard.
Brian shares how KellyConnect combines workforce expertise, customized client solutions, and smart technology to empower contact centers and their teams. They also discuss the role of virtual recruiting, maintaining employee engagement in remote settings, and how AI is influencing the future of customer service operations.
If you're looking for practical strategies to strengthen your contact center and future-proof your workforce, you’ll want to hear this conversation.
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Presented by Kelly
5 episodes
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