Contact Center Perspectives🎙️

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,