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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

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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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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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Neil Dlin, Founder of Chorus Tree and the VP, Customer Service Experience at Aviso Wealth, critiques the outdated practices of 2024 contact centers, advocating for a shift from a manufacturing-based model to a human-centered approach. He stresses the need to understand employees and customers as individuals, challenges outdated KPIs, and underscores the importance of trust in agent interactions.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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22:36

Delivering Results: Becoming the Highest Voice of...

Contact Center Perspectives🎙️ ·

2024/07/01

Madelene Motin, Head of Customer Service at STRONGER, shares her extensive experience in customer service. She explains how customer service can evolve from a cost center to a growth driver. She shares examples of leveraging customer feedback, proactive strategies, and cross-department collaboration. She also highlights transforming customer service into a strategic asset by focusing on satisfaction, revenue growth, and employee empowerment.“Customer service is the heart of a company, and all

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24:46

CCOs: Flipping BPO Quality Perceptions On Its Head

Contact Center Perspectives🎙️ ·

2024/06/24

Steve Kaay, Contact Center Consultant at Kaay Enterprises LLC and an industry veteran with 30+ years, challenges the belief that outsourcing diminishes quality. He advocates for outsourcing's potential to enhance customer interactions by selecting the right BPO partner and investing in agent training. He also stresses the importance of culture and trust in outsourcing relationships. This discussion redefines outsourcing perceptions, offering crucial insights for businesses contemplating customer

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23:12

Contact Centers: Accountability and Positive Impact...

Contact Center Perspectives🎙️ ·

2024/06/17

Harini Gokul, Chief Customer Officer at Entrust, discusses how contact centers drive growth and impact the business's bottom-line revenue. She emphasizes customer engagement and proactive problem-solving and challenges the view of contact centers as cost centers. She also discusses changing mindsets, the importance of agent turnover, AI's impact on agent roles and thought leadership in contact centers.“A dollar today is more expensive than a dollar yesterday. There is increasing pressure to show

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30:03

CCOs: Tackling Systematic Resistance to Accepting...

Contact Center Perspectives🎙️ ·

2024/06/14

Pat Ferdig, Chief Customer Officer at 441 Locals, highlights the need to address systematic resistance to sub-par performance. He points to the crucial role in driving growth and advocates reframing contact centers as pivotal to company expansion, not just cost centers. He stresses a human-centric approach, including listening to agents and integrating them into cross-functional teams. Pat asserts that organizations can enhance performance and success by showcasing the contact center's value in

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33:04

CCOs: Turning Contact Centers into a Competitive...

Contact Center Perspectives🎙️ ·

2024/06/14

In this episode, Tracey Virtue, Chief Customer Officer at NEOGOV, highlights transforming contact centers into a competitive edge, primarily as vital customer feedback sources for other departments. With a wide range of her experiences within other departments, Tracey underscores contact centers' holistic impact, aiding organizational growth. She stresses frontline staff investment, empowering excellent service, and nurturing a positive culture."Invest in your frontline people. Get to know them

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34:44

Creating Contact Centers that Directly Impact Company...

Contact Center Perspectives🎙️ ·

2024/05/01

Lauren Volpe, Chief Customer Experience Officer at Zip Co, emphasizes reframing contact centers from cost centers to value-added assets, highlighting AI's impact on enhancing the experiences of agents and customers. She shares insights from testing AI applications, stresses clear communication about AI benefits with agents, and underscores data analysis for performance improvement. Trust, empowerment, and focusing on the middle customer segment are also discussed to reduce agent turnover and drive

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26:05

CCOs: Why Advocate for Downward CSAT Trends

Contact Center Perspectives🎙️ ·

2024/04/30

Candace Wallace, Chief Customer Officer at Relias, discusses the importance of putting the customer at the center of contact center scaling and the role of self-service in meeting customer needs. She emphasizes the need for personalized experiences based on data analysis and customer feedback. Wallace also explains why downward trends in metrics like CSAT can be beneficial when focusing on complex issues that require live agent assistance. Additionally, she highlights the significance of agent

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26:47

Creating the Ideal Hybrid Customer Happiness Team

Contact Center Perspectives🎙️ ·

2024/04/29

In this episode, Gemma DePalma, COO of Foria, stresses the significance of forming a well-rounded hybrid customer happiness team. She underscores the importance of integrating this team with other departments like marketing and operations. Gemma offers insights on empowering the team to transform negative experiences, the importance of active listening and empathy, and the effects of agent turnover on company growth. Additionally, she addresses the misconception of contact centers as cost centers

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28:27

The Frictionless Customer Experience

Contact Center Perspectives🎙️ ·

2024/04/13

Patrick Martin, Coveo's EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PwC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI's integration in service, alongside human agents, is explored, focusing on guided resolutions and future channel efficiencies. The discussion extends to sustaining this excellence

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61 results

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