The last time our guest was on the show, she led us through the lessons she’s learned from a career working with contact center leaders. This week, she’s back to turn the tables: what’s it like working as an agent today? What are the resources they count on to be responsive and effective? And how are call center leaders best able to maximize knowledge management investments in support of their front-line representatives? 

Samantha Middlebrook is Senior Director of Product Marketing and Management for Contact Center Productivity at Upland, and she joins Pete Wright to talk all about your agents and their journey through productivity.