Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer service, social business, business process management and people leadership. One thing that always drives our call center environments is change. Like it or not, we’re forced to keep pace with our customers delivering service how, when and where they want it. In our Executive Talk discussion, Michael shared his views on our changing atmosphere and where he sees new challenges for call centers.

To download a transcript of this session, click here.