For most people, making a customer call is an extremely frustrating experience. It is often plagued with disconnected transfers, loss of context, or poor agent response. Why do these things keep on happening? Alexandre Nevski offers the truth about these customer calls by offering a glimpse of what is really happening behind the scenes of contact centers. He explains how these calls are not just about customer satisfaction and conversion rates, but also crafting better teamwork and developing smoother business operations. Alexandre explains how to use artificial intelligence in automating processes and the importance of having a reliable CRM program to deeply improve how customer calls are executed. Pega® is a trademark of Pegasystems Inc. Please visit https://www.pega.com to learn more.