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Karine Palacios

Global product director for cloud contact centres

Karine is responsible for global product management of our cloud-based contact centre and customer experience solutions.

Karine manages a global team of customer experience product managers.

She leads on creating, developing and launching new global cloud-based contact centre products. Over the last decade, Karine has helped many of our global customers move their contact centre and customer engagement applications to the cloud. And more recently, she’s been helping organisations around the world with their digital customer experience and artificial intelligence challenges.

Blogs and articles by Karine

Blog

Co-create to grow contact centre business in a stormy market

System integrators, business process outsourcers and telecoms resellers must change their contact centre offerings to remain competitive. Read more
Blog

Why automation is the key to retaining contact centre agents

Contact centres are facing unprecedented levels of agent churn, making it critical to improve the agent experience – and AI could be a game-changer. Read more
Blog

Why omnichannel is no longer a ‘nice to have’

Now consumers expect organisations to offer every contact channel they want to use, today’s contact centre needs to redefine ‘omnichannel’ to deliver an excellent customer experience. Read more
Blog

Coronavirus - a catalyst for change in the contact centre

When the Coronavirus pandemic struck, most contact centres weren’t set up to support home working, and certainly not at scale. Find out how they've coped and what's next. Read more
Blog

How to set up a remote contact centre quickly

Three simple steps to getting your agents working from home and ways to enrich the experience for both your agents and customers. Read more
Blog

Are consumers at breaking point with contact centre verification and security?

Our new research highlights the urgency for easy identification and verification in the contact centre that feels safe to consumers. Read more
Blog

Three steps to supercharge your agents and streamline your customer journey

Discover how equipping your contact centre agents with the right technology creates a positive customer experience. Read more