The Role of Customer Engagement in the Contact Center

Blair Pleasant | UCStrategies | March 25, 2016

UC-Unified-Communications-Strategies-Logo-red-cropIn this Industry Buzz podcast, Blair Pleasant moderates a conversation about changes in customer care and the contact center, and the growing significance of the customer experience. Blair is joined by UCStrategies Experts Don Van DorenRoberta FoxJon ArnoldPhil EdholmEvan KirstelSteve LeadenMichael FinneranDr. Joseph Williams, and Melissa Swartz.

Listen to the podcast here (total run time 33:14).

Refer to the time codes below for each speaker:

  • Blair Pleasant
  • Don Van Doren (:55)
  • Roberta J. Fox (5:29)
  • Jon Arnold (7:33)
  • Phil Edholm (10:25)
  • Evan Kirstel (16:30)
  • Steve Leaden (20:08)
  • Michael Finneran (26:12)
  • Joseph Williams (28:13)
  • Melissa Swartz (30:38)
  • Blair Pleasant (32:41)

UCStrategies is an industry resource for enterprises, vendors, system integrators, and anyone interested in the growing Unified Communications arena. A supplier of objective information on Unified Communications, UCStrategies is supported by an alliance of leading communication industry Advisors, Analysts, and Consultants who have worked in the various segments of Unified Communications since its inception.

UCStrategies Experts represent the Who’s Who of the Unified Communications world, providing key insights and analysis to help you better understand UC technologies, products, and trends. UCStrategies Experts are seasoned professionals and luminaries in their fields, with extensive experience and knowledge in their various areas of expertise.


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