Newly Launched Podcast Reports on Technology, Processes and Best Practices in Call Centers

A new podcast called “The Evolving Contact Center” launched today with the goal of covering the rapidly changing technology, business processes and industry best practices used in companies’ contact centers. Interactive Softworks, Inc., a provider of business integration, process management and contact center solutions, produces this podcast series, a radio-style news and talk show featuring interviews with technologists, contact center managers, and other industry professionals.

The podcast is aimed at professionals at all levels of responsibility in the contact center industry — from operations managers to executives and decision-makers at contact centers, teleservices bureaus and other outsourcers. Topics of content within the podcast include contact center technology implementation, application integration, business process management, service-oriented architecture for contact centers, and other technology and operations best practices.

In the first two episodes of the series, listeners will find a post-show wrap-up of this year’s American Teleservices Association (ATA) Annual Convention and Expo. The ATA episodes will feature interviews with Tim Searcy, CEO of the ATA, as well as other featured speakers from the event. Future episodes will include conversations with analysts from industry research firms, consultants, call center operations managers, technology chiefs and executives throughout the industry.

“We are proud to be the first software company to deliver a new media alternative full of information about emerging technologies, processes and techniques for contact centers,” said Robb Duke, senior marketing director at Interactive Softworks. “We hope this podcast will help us and our colleagues explore the future of customer contact.”

ATA CEO, Tim Searcy, sees great educational value in podcasts. “Education is one of the key responsibilities of the ATA for its members and the Teleservices channel. For that reason, we are excited to be a part of the launch of this podcast as a means to bring relevant content to interested professionals. The ATA hopes to continue to provide information to the channel in as many innovative ways as possible.”