The Evolving Contact Center: Customer Service Insights and Predictions

As part of Omdia’s Enterprise IT team, David focuses on contact center infrastructure, workforce optimization, interactive voice response, and speech analytics solutions. He provides insight into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.

David started covering the contact center industry in 2001 as the customer service and support editor at CRM Magazine. Later, he served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and was the founding editor of SmartCustomerService.com. David has won multiple writing awards throughout his career, including a Silver National and a Gold Regional ASBPE award for Original Research. He holds a BA in Communication (with a concentration in Journalism) from Hofstra University.

With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last four years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences. 

Jessica found a passion for customer experience when first introduced to the contact center market back in 2012. Throughout her time in this space, Jessica has worked in Product Marketing, Competitive Intelligence, and Sales and Channel Enablement giving a well-rounded depth of knowledge applied to her communication practices. Now as a Senior Product Marketing Manager at 8x8, Jessica champions thought leadership, experiential learning, and the promotion of new ideas to keep us all immersed in the changing landscape of CX & EX.. When work isn’t the focus, Jessica is a lover of yoga, travel, and just about anything that puts her outdoors.