This podcast gives you a good overview over the importance and challenges of technology adoption.

You will learn…

• How BT pursues innovation in digital workplaces and customer experience
• What drives people to use technology, especially in a contact center context
• How psychology can be applied to improve technology usage in contact centers
• Why the contact center industry until recently has been very reluctant to embrace change, like working from home
• What three requirements technology needs to fulfil for successful adoption
• How back in the 1990s BT was already able to show that working from home improves both CX and EX