Once upon a time, the customer contact center was simple.  It was about 3 things: 1. How quickly can we identify the customer?  2. How quickly can we get them off the phone?  3. What is this interaction going to cost us?   Now, it’s 2020, and while contact centers are still concerned with cost, these steps are no longer the driving force behind decision making.    So what has changed?    Frank Wassenbergh & Kevin Sheehan, Managing Partners at CloudLinx, think it’s a combination of 2 key factors, and they came on the podcast to talk all about:    The role technology is playing in the CCaaS space Why a negative review is far more meaningful than a positive one Why you can’t be ignoring any of the social media channels And so much more Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.