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Balancing People, Process, and Technology to Deliver Customer Service Excellence

Balancing People, Process, and Technology to Deliver Customer Service Excellence

The Workforce Advantage
2025-06-03• 20 min
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Contact centers are evolving—and it’s no longer just about answering calls. It’s about creating flexible, talent-driven environments that lead to better customer outcomes. In this episode of The Workforce Advantage, host Tim Dupree talks with Brian Poelman, Senior Director and Vice President at KellyConnect, about how the company’s virtual-first, people-centric model is setting a new standard by combining workforce expertise, customized client solutions, and smart technology to empower contact centers and their teams.