How Call Center Readiness Differed Around the World: A Conversation With Darrin Bird

This video is part of the iA Think Differently series. Written by members of the iA Innovation Council, the series showcases thought leadership in analytics, communications, payments, and compliance technology for the accounts receivable management industry.

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Today I'm joined by Darrin Bird, Chief Operating Officer of TCN, and an Innovation Council member. TCN is a cloud-based contact center platform, focusing primarily on the first- and third-party accounts receivable management space. They were in a unique position to watch the rollout of work at home agents around the world. Darrin shares his thoughts on that, and also what he thinks about what it will take to be successful as we move through a post-pandemic recovery.

Transcript

The iA Innovation Council is a collaborative working group of product, tech, strategy, and operations thought leaders at the forefront of analytics, communications, payments, and compliance technology. Group members meet in person (and lately, virtually) several times each year to engage in substantive dialogue and whiteboard sessions with the creative thinkers behind the latest innovations for the industry, the regulators who audit and establish guardrails for new technology, and educators, entrepreneurs and innovators from outside the industry who inspire different thinking. 

2020 members include:

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