About this episode
In this special episode of The Bridgecast, host Scott Kinka goes live from the Northeast Contact Center Forum 2025 at Gillette Stadium to capture the pulse of the contact center community. Through candid conversations with industry leaders, we explore how AI is shifting from "foe to friend," why breaking down organizational silos has become mission-critical, and how the post-COVID workplace continues to reshape customer service delivery.From AI-powered knowledge management to the evolving challenges of remote work and agent burnout, this episode delivers unfiltered insights from the front lines of customer experience. Whether you're navigating staffing shortages, implementing new technology, or trying to get leadership buy-in for contact center initiatives, these conversations offer practical wisdom from those who've been there.What you will learn:How leading organizations are distinguishing between AI and automation for practical business applicationsWhy contact centers are becoming the voice of the customer within their organizationsThe real impact of remote work on agent performance and customer expectationsHow to break down silos between contact centers and other departmentsPractical strategies for managing agent burnout as simple calls get automated awayThe critical role of data quality in successful AI implementationsWhy relationship-building remains essential in an increasingly digital workplaceLeadership lessons on delegation, trust, and working on the business vs. in the businessEpisode Participants:Aileen Rocheleau - Operations Manager at Citizens Bank and board member of NECCF, sharing insights on AI implementation and breaking down organizational barriers.David McAbee - Vice President, Enterprise Solutions at BridgepointeCX, discussing customer expectations, AI adoption trends, and the evolving staffing landscape.Erin McGinnis - Contact Center Manager at Cornerstone Bank, exploring the challenges of automation's impact on agent workload and the importance of cross-departmental relationships.Penny Tremblay - Founder of the Sandbox System and keynote speaker, providing insights on workplace relationships and conflict resolution in the post-COVID era.Wade Hauser - Vice President of Business Development at Teleperformance, sharing perspectives on industry competition and the changing landscape of contact center outsourcing.David Teixeira - Equity Partner at Bridgepoint Technologies and NECCF board member, di
