In the rush to modernize contact centers, it can be easy to forget the humans behind the headsets. During this session, we’re discussing putting agents back at the centre of transformation and exploring what happens when you treat them not just as users of tech, but as co-creators of it.

You’ll hear from Courtnie Bergler, Director of Scheduling Innovation Contact Center at Mayo Clinic, who is working at the frontline of CX transformation, piloting new tools and platforms designed to ease agent workload, reduce burnout, and connect staff to more meaningful customer conversations. From automating outbound calls to building peer-led change management strategies, Courtnie will share insights from a rollout journey that prioritized agent voice at every step.

You’ll also learn how and why Mayo Clinic took a unified CCaaS approach while navigating the realities of cross-functional buy-in and the messy middle of innovation.

Attendees will learn:

• How to pilot automation without losing agent trust or momentum
• Why peer visibility, pacing control, and WIIFM comms made the biggest difference in change adoption
• What it really takes to modernize legacy contact centers