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PODCAST

Contact Center Perspectives🎙️

The podcast presents valuable insights from contact center leaders, tailor-made for their industry peers. We cover a diverse array of topics, such as AI integration, agent turnover management, revenue impact assessment, and transitioning perceptions from cost to value centers for starters.

business management

All Episodes

28:49

Episode 41 | POV: Contact Centers as an Investable...

Contact Center Perspectives🎙️ ·

2025/04/06

Dean Czuma, Head of McKinsey Global Services at McKinsey & Company, explains why contact centers should be viewed as strategic investments that drive value rather than control costs. He shares insights on empowering agents, using the right tools, and fostering a strong culture. By aligning these elements, companies can transform contact centers into powerful customer satisfaction and profitability engines.“The winners will lead an experience, and it starts with the way customers are approached.”

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24:19

Episode 40 | Contact Center Agents' Perspective on AI

Contact Center Perspectives🎙️ ·

2025/03/30

Vladyslava Vozniuk, Customer Success Manager at Usersnap, explores the evolving role of AI in contact centers from the agent’s perspective. She dispels the myth of AI replacing human agents, instead advocating for a hybrid model that enhances customer experience. The discussion highlights AI’s impact on training, turnover, and the irreplaceable value of human empathy.“AI is not here to replace but to enhance the agents, and you can ensure they have better performance and are more eager to adopt new

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26:37

Episode 37 | Branded CX is Your #1 Competitive Path...

Contact Center Perspectives🎙️ ·

2025/03/02

Mark Smith, Founder of Journey-Smiths, explores the transformative power of customer experience (CX) on business growth. He shares insights on CX technology, journey orchestration, and leadership’s role in creating brand-aligned experiences. Mark also highlights how CX-driven strategies can double company growth over a decade.“Being customer-focused gets you a business. Being customer experience-focused grows your business.” - Mark SmithAI's transformative potential is reshaping customer experiences

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39:27

Episode 36 | Marketing Ops, RevOps: What's VOC Ops?

Contact Center Perspectives🎙️ ·

2025/02/20

Anthony Chang, Business Platform Lead for Consumer Care at Versuni, discusses how contact centers can transition from cost centers to growth drivers by leveraging the voice of customer data. He highlights the role of advanced analytics and collaboration in boosting customer lifetime value and unlocking new revenue opportunities.“The missed opportunity lies in the goldmine of voice of customer data, which is more difficult to analyze but ultimately pertains to your specific customers. It’s about the

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32:03

Episode 39 | What Are the Systemic Cracks in Our CX...

Contact Center Perspectives🎙️ ·

2025/02/14

Sarah Caminiti, Head of Customer Support and Service at abcam, shares insights on mending systemic cracks in CX practices to drive business growth and sustainability. She emphasizes the importance of viewing customers as valued individuals and leveraging data to advocate for change. Sarah also discusses strategies for building strong teams that enhance customer experience.“I think these systemic cracks exist because, for so long, customer experience was considered something that anybody could do. CX

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23:15

Episode 38 | How to Create Success Though BPO...

Contact Center Perspectives🎙️ ·

2025/02/12

Henry Hildesheim, Director of Operations at TechStyleOS, shares deep insights into building successful contact center partnerships and driving business growth. He explores the challenges and opportunities of aligning corporate strategies with BPO operations, emphasizing the importance of integrating partners into company culture. The conversation also highlights leveraging data analysis to enhance customer interactions and service efficiency.“Take the time to invest in people, not just your team,

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28:54

Episode 34 | A New Vision and Evolution in Customer...

Contact Center Perspectives🎙️ ·

2025/02/09

Filip Popovic, Head of Relationship Centre at Avon, shares how reframing a call center as a “relationship center” can elevate organizational interactions. He emphasizes forming strong connections with representatives and customers to drive loyalty. He reflects on two decades of hands-on experience across multiple roles. Leaders will gain perspective on cultivating trust and deeper engagement."We are the voice of our consumers, and that’s a very difficult role because you are like a bomb in a

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38:06

Episode 35 | The Golden Triangle of Data, Technology,...

Contact Center Perspectives🎙️ ·

2025/02/05

Filip Popovic, Head of Relationship Centre, Worldwide, at Avon Consumer Experience, explains how his team evolves a relationship center into an experience center. He details a Consumer Experience Board for real-time insight. He shares value-creation tactics that generate revenue. He offers practical steps any CX leader can start now.“We evolve our relationship center into the experience center to address the customer's needs in real time beyond just answering on the call or writing an email reply or

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25:10

Episode 33 | Chief Customer Officers: How to Get Out...

Contact Center Perspectives🎙️ ·

2025/02/02

Afshan Kinder explores how Chief Customer Officers can overcome internal hurdles to drive growth. She discusses the role of AI, strategic clarity, and frontline insights in enhancing customer engagement. Afshan also provides actionable advice on treating BPO partners as strategic assets and fostering alignment to accelerate organizational success.“To be forward-thinking, you’ve really got to be transparent. You don’t necessarily have to share all your mistakes, but you need to be clear about what’s

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31:52

Episode 32 | Contact Center Leaders: Stop Celebrating...

Contact Center Perspectives🎙️ ·

2025/01/26

Justin Robbins, Founder & Principal Analyst at Metric Sherpa, challenges preconceived notions in the contact center industry. He explores the concept of understanding the "business of the business" to transform contact centers from cost centers to value centers. Justin shares how impactful insights from customer interactions can drive strategic change across organizations. Using real-world examples, he emphasizes curiosity and collaboration to maximize organizational impact."False conclusions

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26:11

Episode 31 | How to Rebalance Your Contact Center for...

Contact Center Perspectives🎙️ ·

2025/01/20

Mike Aoki, President of Reflective Keynotes Inc., discusses rebalancing contact centers for optimal performance. He highlights the generational communication gap and the importance of AI in managing routine tasks. He also emphasizes viewing contact centers as drivers of customer loyalty and brand value rather than as cost centers.“Customer service is really a balance between efficiency metrics. It’s about finding the right balance between technology and people, using technology to assist people, and

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22:40

Episode 30 | Leveraging Trusted Advisors as Your GPS

Contact Center Perspectives🎙️ ·

2025/01/12

Mark Brody, Director of Contact Center Programs at TrachMar, discusses leveraging trusted advisors to scale contact centers. He emphasizes understanding a center's purpose, overcoming resistance to change, and using AI and BPO partners effectively. He also reveals key strategies and common errors in optimizing contact center operations.“Sometimes, getting the right set of eyes on a problem can help you overcome obstacles that may have occurred before or hindered an organization from changing what

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24:43

Episode 29 | How to Overcome the Challenge of...

Contact Center Perspectives🎙️ ·

2024/12/16

Karla Kannan, SVP of Customer Experience at Karla Kannan Leadership Solutions, shares her insights on navigating cultural differences and challenges in outsourcing. She highlights the importance of empathy, situational awareness, and ongoing training for service agents. She also explores how BPOs enhance scalability, financial efficiency, and cultural localization to improve customer support."Culture is a huge factor in the way teams collaborate both within themselves and with you as a client

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30:22

Episode 27 | How to Align 69 Different Internal...

Contact Center Perspectives🎙️ ·

2024/12/02

Gary Yorke, Executive Director of Customer Experience at the City of Toronto, shares his approach to integrating 69 city entities to enhance service standards. By prioritizing empowerment, psychological safety, and data-driven strategies, Yorke transformed the customer experience without additional budget. He emphasizes the value of transparent communication, agile processes, and strong leadership in building trust and improving public satisfaction."A great customer service that supports the success

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24:51

Episode 28 | Where Contact Centers Are Still Missing...

Contact Center Perspectives🎙️ ·

2024/12/02

Darcy Perry, Customer Experience Manager at Franke Group, shares her journey from early customer service roles to managing contact centers, highlighting lessons learned from healthcare and emergency services. She emphasizes the pivotal role of contact centers in business success, addressing challenges like turnover and employee engagement with empathy-driven strategies. She advocates for balanced AI adoption to enhance efficiency while preserving human connection."Contact centers can make or break

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30:27

Episode 26 | The Whys and Hows of Reverse Engineering...

Contact Center Perspectives🎙️ ·

2024/11/18

Bennett Potter, Director of Customer Experience at Fullsteam, shares insights on blending historical theology and tech to improve customer experience. He focuses on research-driven strategies, highlighting the need to address inefficiencies in core activities and understand root causes without bias. Bennett’s methods of process simplification and clear mission alignment foster a productive, enthusiastic work environment.“If you can deeply understand the landscape of a problem, you can often find a

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26:22

Episode 25 | Essential Insights on the Contact Center...

Contact Center Perspectives🎙️ ·

2024/11/07

Christian Hörnebrant, Customer Experience Manager at Telia, shares his innovative approaches for modernizing contact centers. He details his “contact center nudging strategy,” which leverages incremental changes to improve customer experience and service conversions. He also emphasizes integrating technology with empathy for personal, consistent interactions and highlights the role of active listening and leadership in empowering teams to transform contact centers into value centers.“Implementing

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32:19

Episode 24 | Building Customer Service from the...

Contact Center Perspectives🎙️ ·

2024/11/04

Chris Rojas, Head of U.S. Customer Service at Raisin, shares insights on transforming customer support teams from cost centers into value creators. He discusses building customer-centric operations, aligning stakeholders on service goals, and leveraging qualitative and data-driven approaches. He also highlights AI’s role in empowering agents, not replacing them, and stresses robust agent support to foster trust and reduce turnover."A great customer service that supports the success of any business

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27:39

Episode 23 | Amazon’s Lessons from Adopting Customer...

Contact Center Perspectives🎙️ ·

2024/10/05

Vivian Malandrin, Senior Manager of Customer Experience at Amazon Brazil, explains how customer obsession fuels Amazon's continued success. She emphasizes the company’s strong culture and leadership principles that prioritize customer needs. She also describes how real-time feedback and anecdotes drive innovation and improvements.“Customer obsession means that leaders, like every Amazonian, start with the customer and work backward from there. We always begin with the customer’s questions, pain

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28:45

Episode 22 | Must Have: Entrepreneurial Lessons for...

Contact Center Perspectives🎙️ ·

2024/09/30

Thomas Lehner, Director of Global Support and Operations at Spryker, shares his journey from entrepreneur to global leader in customer experience. He emphasizes the role of an entrepreneurial mindset in fostering innovation, sustainable value, and effective feedback loops for continuous improvement. He also discusses the importance of aligning product development with evolving customer needs.“If we look at what is important in entrepreneurship, it all boils down to satisfying a need, and you need to

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61 results

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