In this episode of Always on CXCX, host Josh Chronister talks with Keith Honaker, voice engineer and lead contact center architect at the University of Central Florida (UCF). They explore how Keith’s team manages large-scale contact centers across multiple departments, the transition to new communication technologies like Microsoft Teams, and strategies for ensuring agents and supervisors are well-trained and empowered.

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Best Moments:

(01:21) Keith’s background and role at UCF

(02:44) Evolution of contact centers and integration with Microsoft Teams

(04:01) Handling multiple contact centers across different university departments

(07:20) Challenges in moving to new contact center technologies

(12:41) Training for agents and supervisors in the contact center

(14:49) Granting access to supervisors for making small changes

(19:40) Requirements for selecting a contact center solution

(24:03) Future of unified communications and contact centers

(28:54) Advice for others in similar positions at universities

(31:40) Resources for staying informed about industry trends

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Guest Bio:

Keith Honaker is the voice engineer and lead contact center architect at the University of Central Florida (UCF), where he’s worked for nearly 25 years. Overseeing a contact center operation for 70,000 students and 13,000 employees across four major campuses, Keith has extensive experience with communication technologies. He has been instrumental in implementing and managing UCF’s transition to cloud-based solutions, including Microsoft Teams and Voca, for contact center operations.

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👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup

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