Back to Basics: Agent Engagement Tops 2022 Contact Center Priority List

As part of Omdia’s Enterprise IT team, David focuses on contact center infrastructure, workforce optimization, interactive voice response, and speech analytics solutions. He provides insight into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs. David started covering the contact center industry in 2001 as the customer service and support editor atCRMmagazine. Later, he served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director ofSpeech Technologymagazine and was the founding editor ofSmartCustomerService.com. David has won multiple writing awards throughout his career, including a Silver National and a Gold Regional ASBPE award for Original Research. He holds a BA in Communication (with a concentration in Journalism) from Hofstra University.

Tim Richter is the Director, Product Marketing for Twilio Flex. He has over 15 years of experience in the communications industry in product management and product marketing roles. As a frequent speaker and content contributor for the contact center industry, Tim enjoys examining evolving market trends and communicating innovative customer solutions to educate and inspire.