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The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services. ALL TIMES LISTED ARE (U.S.) EASTERN TIME ZONE.

Contact Center Tales from the Trenches


John Purnell  (Owner, Inspired Data Solutions)

Robert Harris  (President, Communications Advantage, Inc. | Audit the Cloud)

Greg Pittman  (Principal Consultant , Pittman & Associates, Inc.)


Beth English  (Principal and Consultant, EE and Associates, LLC)

Date: Tuesday, September 28

Time: 5:00pm - 5:45pm

Track : Contact Center & Customer Experience

Session Type: Virtual Conference Session

Vault Recording: TBD

The overnight deployment of work from home to support exploding interaction volumes during the pandemic brought unexpected consequences for many contact centers. Join us for a compelling look at real world experiences from pandemic-fueled contact center interactions, and learn how technology and quick thinking improved efficiency, quality and overall effectiveness of interactions. You’ll come away from this session with lessons that you can apply to your own situation as you move your contact center into its next phase.


  • Considerations when navigating rapid deployment of digital channels
  • Why documenting business process matters
  • The importance of a holistic approach to Contact Center architecture