FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH THE SEATTLE TIMES
ILLUSTRATION PROVIDED BY ADOBE IMAGES
EXTRA! EXTRA! ADVANCED TECH HELPS NEWSPAPER! HOW TECHNOLOGY INVESTMENTS IMPROVED SERVICE AND REMOTE WORK.
Newspapers and contact centers may seem like oldschool communications. But both media, when applied correctly( apologies for the forthcoming bad pun), keeping with and in anticipation of the times, can be relevant, informative, and helpful for their audience.
And today, more than ever, in our chaotic, anxious, and angst-riddled environment, embedded with deepfakes and fake news, having strong independent journalism is essential. That means newspapers especially, having to cost-effectively provide excellent support to their customers. Specifically, the print and digital subscribers who pay the bills: both directly through their fees and indirectly by viewing advertising and patronizing those businesses.
The Seattle Times, headquartered in Seattle, Wash., is a long-established, well-respected, locally owned news media organization. One that, in keeping with its market being the home of several of the planet’ s leading technology companies, is digital as well as print.
According to Comscore, The Seattle Times is the most-visited local digital news source in Washington State. So how has it managed to do just that amidst both high inflation and expenses, and equally towering customer expectations for excellent service?
To find out, we had a virtual conversation with Tamara Galván, Circulation Customer Service and Department Manager, and Matt Ayton, Call Center Manager, The Seattle Times.
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