Wynand intro 00:00–02:44Wynand's backgroundExperience in customer services and Inovo's progress over time Wynand's perspectives about the contact center operations 04:04–07:40Evolution of the contact centerExperiencing unsatisfactory services from call centersHow do call center executives handle customer contact?Integration of modern technologies 04:04–16:45How service-based businesses can embrace modern technologies in their contact center operations?Dealing with customers using technology.Chatbox customer services.Inovo cloud contact center and businesses gaining most from it 19:06–24:23Orchestrating processes and technologies in a call centerEstablishing a single source of truth for customersSpeech analytics, chatbots, and self-service capabilities

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