Contact center innovation and the agent-first approach
Learn about how to improve employee experience with an agent-first approach to contact centers
07/21/2025
Taking an agent-first approach to the contact center ensures innovation. It enables human agents to confidently adopt technologies and execute strategy. Courtnie Bergler, director of scheduling innovation contact center at Mayo Clinic, who is working at the frontline of CX transformation, recently piloted new tools and platforms designed to enhance worker performance and make their burdens lighter.
Bergler shared 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.
Key takeaways:
- How to pilot automation without losing agent trust or momentum
- Best practices for change adoption
- What it really takes to modernize legacy contact centers
