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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

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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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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30:22

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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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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38:25

Episode 21 | Why Your Board Should Invest in Your...

Contact Center Perspectives🎙️ ·

2024/09/10

Anne-Sophie Engert, Head of Customer Care and Conversion at Sonova, stresses why boards should invest in contact centers by showcasing their potential to drive profits through superior customer experience. She explains that metrics such as CSAT, NPS, and repeat purchase rates measure success and demonstrate the financial return on investing in customer care. She also advises aligning agent traits with customer profiles to boost empathy and service quality."Customer service is dealing with the most

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24:11

Episode 20 | What to Learn from Fortune 100 Customer...

Contact Center Perspectives🎙️ ·

2024/09/10

Shareth Ben, Chief Customer Officer at Apptega, shares insights on executing customer success strategies in large organizations. He emphasizes the role of change management, internal collaboration, and data-driven decision-making in driving competitive advantage. He also highlights the importance of aligning internal processes to enhance customer outcomes and productivity."Change management is key. My years of customer-facing experience with enterprise clients are now helping me promote

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32:32

Episode 19 | Why Contact Centers are Still...

Contact Center Perspectives🎙️ ·

2024/08/30

Neil Dlin, Founder of Chorus Tree and the VP, Customer Service Experience at Aviso Wealth, critiques the outdated practices of 2024 contact centers, advocating for a shift from a manufacturing-based model to a human-centered approach. He stresses the need to understand employees and customers as individuals, challenges outdated KPIs, and underscores the importance of trust in agent interactions. He also advocates for a redefinition of metrics to place a stronger emphasis on delivering exceptional

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22:28

Episode 18 | Why You Shouldn’t Be Obsessed with CSAT

Contact Center Perspectives🎙️ ·

2024/08/26

Michael Fulvio, Director of Customer Experience at SNIPES, advises against the usual focus on Customer Satisfaction (CSAT) as a KPI. He stresses using diverse data points like incident rates, first reply times, and fulfillment metrics to address customer issues, improve operations, and drive revenue, thus enhancing the customer experience. By broadening the scope of performance measurement, businesses can gain a more comprehensive understanding of their strengths and areas for improvement.“My

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28:34

Episode 17 | CX Leaders: How to Help Sales Close...

Contact Center Perspectives🎙️ ·

2024/08/19

Neelam Sandhu, Former Chief Elite Customer Officer, Chief Marketing Officer, & SVP Sustainability, shares insights on transforming sales strategies to focus on customer success. She discusses aligning sales with customer-centric approaches, the impact of technology on relationships, and key strategies for long-term engagement. Prioritizing customer success fosters sustainable growth.“The most important thing for successful leaders is to build a team with a customer-obsessed culture. A team that

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32:27

Episode 16 | Falling Behind on the Latest CX Tech Stack?

Contact Center Perspectives🎙️ ·

2024/08/12

In this episode, Craig Stoss, a Customer Experience Consultant with over 25 years of experience in the CX industry, explores the complexities of navigating the latest CX tech stacks, emphasizing the need to align technology with customer value. He discusses the impact of AI, analytics, and decision-making tools, highlighting their role in shaping and enhancing customer interactions.Craig demystifies AI implementation and tech stack optimization, offering practical advice for CX leaders. He explains

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22:41

Episode 15 | Why Do CX Leaders Fail?

Contact Center Perspectives🎙️ ·

2024/08/05

In this episode, Lisa Del Fabbro, Customer Experience Manager of Lamour, explores the evolving role of CX leaders. She highlights the importance of listening to agents, data-driven decision-making, and AI integration. Del Fabbro stresses that agents' insights are vital for effective CX strategies, ensuring leaders stay connected to the customer’s frontline experiences.She discusses how focusing on agents, leveraging data, and tracking revenue impact can prevent CX leaders from failing. By

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26:30

Transforming Contact Centers with a Servant...

Contact Center Perspectives🎙️ ·

2024/07/29

In this episode, Nate Brown, Senior Director of Affiliate Call Center at Broadcast Music Inc., explores the servant challenger mentality in customer service, stressing the fusion of service and innovation. He champions a mindset where organizations meet and exceed customer expectations by fearlessly questioning norms.Nate emphasizes that embracing this approach is about satisfying customers and redefining their experience through proactive engagement and inventive solutions. He urges companies to

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31:41

CX Revenue Engine: How to Delight Your Way to Growth

Contact Center Perspectives🎙️ ·

2024/07/22

Sri Velamoor, Vice President of Global Support and Product Enablement at Workiva, discusses the importance of customer experience as a revenue growth driver. He emphasizes the necessity of addressing customers' emotional needs by aligning his concepts with Maslow’s hierarchy of needs. He also illustrates how exceptional customer experience can give companies a competitive edge, fostering growth by delighting customers and addressing their higher-level needs.“Customers are people, and people have

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21:43

Why Humans Outshine AI in CX Leadership

Contact Center Perspectives🎙️ ·

2024/07/15

Andreas Janssen, CEO at Blauband GmbH, discusses human intelligence in customer support on the Contact Center Prospectus podcast. He stresses AI's role in enhancing processes but emphasizes human agents' irreplaceable abilities in personalized customer experiences. He also highlights customer support's strategic value for growth and satisfaction, urging businesses to prioritize it beyond a cost-centered mindset.“The human brain has strengths that cannot be replaced by artificial intelligence.” -

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28:07

Retail Online and In-Store CX Trends for 2024

Contact Center Perspectives🎙️ ·

2024/07/08

Chancy Chen, Head of Omnichannel Customer Experience at T&T Supermarket, explores the evolution of omnichannel experiences in retail, emphasizing the shift in consumer behavior during and after the pandemic. He highlights the importance of a seamless approach to customer service, transforming it from a cost center to a revenue generator. He also demonstrates how improved customer experiences drive business growth and sales by enhancing employee satisfaction and leveraging data.“As a customer

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70 results

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