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Dec 13, 2017

Global Service Leader for Dunn & Bradstreet, Brad Nichols joins us live from CCW Fall where he shares some background on an automation solution search from a past position. He explains that while it’s important to look for solutions for high volume low value calls of an easily solved nature, the low volume, escalated, true conflict issues still demand a human element. Brad affirms that empathy is the magic of the contact center though he says that when you’ve got products and services that have created an emotionally charged situation, it’s critical. Brad also shares a key lesson which is that a boatload of confidence and a decent suit will get you a long way.