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Brett WilliamsIT ArchitectPrincipal

Brett is a Consulting Architect for Principal, aligned to the Enterprise Data and Applications team. In his current role, Brett is concentrating on strategy that will enable customers to have low-effort, omnichannel experiences that will help Principal build lasting relationships with customers, assisting them with their Investments, Retirement, and Insurance needs.

Brett’s recent experience includes utilizing industry best and cloud-based Contact Center as a Service and Customer Relationship Management platforms to enable Principal’s contact centers of almost 2000 agents to be efficient, effective and engaged in their roles. In order to help agents be successful, areas of concentration included enabling channels of interactions, routing and queuing, workforce engagement management, customer holistic view, knowledge management and case management.