Empowering Agents and Securing the Call Center w/Matt Smallman

Matt and Marc discuss Matt's diverse background and how it applies to the contact center industry, the importance of empowering agents, and how innovation in the contact center has evolved. Please find conversation timestamps below. 2:57 - What principles from your career in the British military apply to the contact center? 6:37 - The threat environment and security model of the contact center space 18:40 - "Pointless" processes and best practices in the modern contact center 25:08 - Modern evolution of the customer experience 31:43 - Contact center transformation in 2015 vs now 38:08 - The importance of empowering call center agents 46:36 - What will the contact center security landscape look like in 2030? Matt Smallman is a best selling author, security and voice biometrics expert, and founder of SymNex Consulting. Working with both small startups and some of the largest global enterprises, Matt’s expertise has improved the security and customer satisfaction for tens of millions of their customers. --- Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/ Learn more about Balto: balto.ai --- Send in a voice message: https://anchor.fm/marcbernstein/message