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Kyle Hall is joined by Dave Capece, CX Practice Lead at Resourcive, for the first practice lead episode of The RaaP.
Dave spent the first 15 years of his career as a voice engineer serving telephone companies, then moved to the enterprise side in 2015. He brings that engineering foundation to contact center engagements every day, and it shapes how he diagnoses problems.
The conversation covers what actually changed in the contact center over the last decade, why the depth of analytics available today is the single biggest shift, and why roughly half the time the answer is not technology at all.
Dave also gets into a pattern he keeps inheriting: organizations that moved to CCaaS three years ago but built it around requirements written for a premise system two decades earlier. And Kyle raises the assumption buried in many cloud business cases, that moving to as a service platforms meant you no longer needed voice engineering expertise on staff.
If you run a contact center, or you inherited one, this is a practical look at where the gaps are and how to close them.
