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Key Takeaways:
Self-Employment Journey: The speaker reflects on their challenging yet enriching two-year journey as a self-employed business owner in the contact center industry. Industry Support: Emphasises the importance of community support for solo business owners, highlighting the role of encouragement and shared experiences. Podcast Evolution: The podcast has significantly evolved since its inception in May 2019, now totalling 211 episodes with a diverse range of industry thought leaders. Audience Engagement: The podcast has reached over 100 countries, with notable listenership in the UK and the US, showcasing a growing audience interest. AI in Industry: Discusses the prevalent conversation around AI in contact centers while acknowledging that many organisations might still rely on traditional technology setups. Research Initiative: Highlights a research project conducted in collaboration with Calabrio, involving 520 agents across Europe, fo...
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