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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

22:36

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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31:10

Transforming Contact Centers: From Cost to Value Centers

Contact Center Perspectives🎙️ ·

2024/03/29

Florian Schroeder, Head of Customer Success at Stepstone, discusses transforming contact centers from cost to value centers. He explores the importance of managing the customer journey, the collaboration between customer success, sales, and leadership, agent turnover, and the impact of contact centers on revenue and the organization's success. Florian emphasizes the need for the right people, proactive customer service, and the use of AI to empower agents.“If you manage the customer’s loyalty today,

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70 results

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