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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

21:46

Beyond the Numbers: How Data Reliability Transforms...

Contact Center Perspectives🎙️ ·

2025/12/21

Marcia Daniel, Chief Client Officer at Ferrilli, explains why reliable data is the backbone of customer experience and growth. She connects NPS, CSAT, and help desk insights to business outcomes leaders can trust. Marcia shows how consistency and cybersecurity protect brand credibility and donor confidence. She closes with a blueprint for turning data into stories that align stakeholders.“Your data is going to tell you where your students are coming from, what their background is, if your curricula

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28:56

Technical Support Teams Generate Revenue Through...

Contact Center Perspectives🎙️ ·

2025/12/07

Brie Clements, Senior Director of Customer Service and Support at For The Record, details a practical shift from reactive fixes to proactive services. She maps roles, builds a skills matrix, and stabilizes operations. Brie demonstrates how proactive inspections can generate recurring revenue. She closes with metrics that accelerate trust.“Every interaction we had with a customer was not only an opportunity to solve a problem for them but also to turn that problem into an opportunity to discuss

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31:26

How Do We Keep Up with Ever-Scaling Expectations? |...

Contact Center Perspectives🎙️ ·

2025/11/25

Amber Scott, VP of Customer Experience at Serta Simmons Bedding, explains why basic empathy is now table stakes. She shares how clear expectations and promise-keeping create trust. Amber connects hospitality with measurable business outcomes. She closes on aligning CX to company objectives for growth.“Customer expectations and behavior continue to evolve, so I encourage leaders to read, stay informed, pay attention, and listen to customers.” - Amber ScottIn this episode, Amber demonstrates that

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24:38

Bridge the Empathy Gap: From Surface Requests to Deep...

Contact Center Perspectives🎙️ ·

2025/11/09

Daniela Linero Gamez, Chief Customer Officer at Ontop, shares how to bridge the empathy gap by moving beyond surface requests to real needs. She explains the price value paradox, the hospitality mindset, and the power of vulnerability. Daniela demonstrates why ICP knowledge and cultural nuance are essential globally. She closes with practical steps to turn support into growth."The ICP must be in the data, and it's always in the conversation with clients. It makes us more aware that the relationship

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26:08

How to Make Customer Service a Part of the...

Contact Center Perspectives🎙️ ·

2025/10/26

Silke Robeller, Director of Global Customer Care at Rainforest Alliance, explains why customer service is a company’s business card. She demonstrates how a 95 percent satisfaction rate indicates a significant impact on growth. Silke shares tactics to overcome the label of being a cost center. She maps practical steps for proactive cross-functional influence.“Your support is the business card of your company, and if it’s better than your competitor, this pays directly into the customer satisfaction

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25:54

Breaking the CX Barrier: Fresh Tactics for Executive...

Contact Center Perspectives🎙️ ·

2025/10/12

Jaakko Jutila, Vice President of Customer Support at Basware, explains how support teams escape the cost-center trap. He details how CSAT improvements are linked to retention, providing a defensible business case. He outlines a seamless journey architecture across sales, services, support, and success. He shares a pragmatic approach to AI that starts internally and scales on solid processes. “When the leadership and executive suite sees that there is some correlation between support, satisfaction,

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24:59

From Support Function to Growth Driver: Strategic...

Contact Center Perspectives🎙️ ·

2025/09/28

Mazen Moustafa, Director of Customer Service at Reliance Health, Egypt, shares two decades of cross-market customer operations and customer experience leadership. He introduces Then AI Happens, outlining practical AI use cases and workflows. Mazen also spotlights his security-awareness game Mission I.H.I., teaching youth to protect personal data. He closes with a personal note on travel and lifelong learning.“To change the contact center perspective from being just a support function to a growth

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30:06

The Voice of the Customer: The Missing Link to...

Contact Center Perspectives🎙️ ·

2025/09/22

Karen Lam, Director of Customer Support at Top Hat, outlines a context-driven leadership style grounded in storytelling. She traces her path from retail to EdTech, culminating in managing support and shaping customer dialogue at Top Hat.“Every single company should have a Voice of the Customer program because it's the one way you're going to get a good pulse on not only your customers and your product, but also the pulse of the people who are behind the scenes and working for you and bringing that

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30:30

Advanced AI Data Strategies for Contact Centers |...

Contact Center Perspectives🎙️ ·

2025/09/14

Kimberly Agin, Head of Business Performance and Enablement, Voice & Chat Automation/Contact Center at KeyBank, traces a career across financial services and explains why the contact center is a live window into client needs. She details how journey data and recorded conversations reveal rich behavioral insights. She pairs this with enterprise data for full context. She shows how these insights fuel product improvement.“Whoever owns the data and knows the data is going to win the AI future.” –

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42:59

The New Customer Support Model that Drives C-suite...

Contact Center Perspectives🎙️ ·

2025/09/07

Cynthia Patterson, Vice President of North American Customer Support at Antech Diagnostics, outlines a new customer support model that blends empathy with business metrics. She explains how aligning value propositions with customer experience creates both loyalty and executive buy-in. Cynthia discusses her team’s extraordinary results: 6% turnover, 93–98% CSAT, and decades of employee tenure. She demonstrates how to communicate the language of the C-suite while preserving the voice of the

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31:17

The True Surprise Factor Behind Retention and Growth...

Contact Center Perspectives🎙️ ·

2025/08/03

Katalin Fritz, Chief Customer & People Officer at Marley Spoon, reveals how pairing rock-solid reliability with well-timed surprises secures weekly reorders. She shares why proactive outbound calls transform contact centers from cost drains to revenue engines and shares how to connect empathy, data, and empowered teams for sustainable retention and scaling surprise without sacrificing consistency.“Reliability, empathy, and the courage to listen, combined with enabling our coworkers to act and

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26:45

How to Take Charge with a Champion Growth Model |...

Contact Center Perspectives🎙️ ·

2025/07/27

Mark Bernardo, VP of Customer Success at IP Fabric, unpacks the Champion Growth Model from naming outcomes and navigating with empathy to building trust through consistency and showing up in emotionally charged moments. He illustrates how every touchpoint can forge champions who drive upsell, renewal, and advocacy. His real-world examples reveal why emotions matter more than data alone.“The Champion Growth Model is about prioritizing outcomes and learning to synthesize them effectively. Let’s

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24:55

The People-First Customer Experience Strategy |...

Contact Center Perspectives🎙️ ·

2025/07/20

Senthamizh Selvan Pandian, Head of Customer Success at SAP South-East Asia, explains how a people-first mindset transforms customer experience. He connects employee engagement to retention and revenue growth. Selvan details customer-centric innovation and proactive success practices. His insights deliver a complete blueprint for modern CX leadership.“Focus on both the customers’ needs and your own employees' skills development. If you can take care of both together, you will be solving the

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35:59

Solving Dysfunction at All Stages of the Customer...

Contact Center Perspectives🎙️ ·

2025/07/13

Sanjeet Kaur Bali, SVP of Global Customer Support, outlines why organizational dysfunction quietly erodes scale, service, and innovation across every function. She explains how support leaders can surface root causes through data and constructive confrontation. She also describes the power of transforming support into a strategic growth engine.“We need to reassess and thoroughly evaluate what’s ailing our business, then create a culture that encourages critical conversations. Empower problem solvers

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31:44

CCOs: How to Drop the Victim Mentality to Earn Your...

Contact Center Perspectives🎙️ ·

2025/07/06

Kel Kurekgi, Director of Support at Zapier, delves into the transformation of customer support teams, focusing on how to drop the victim mentality and gain a seat at the table. Kel discusses his journey from media to customer experience, sharing insights on overcoming challenges in the customer support sector. He emphasizes collaboration, empathy, and strategic storytelling as key elements in transforming customer support into a recognized business asset.“We need to stop focusing on why we can’t do

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25:45

How to Train BPO Partners to Integrate with Your...

Contact Center Perspectives🎙️ ·

2025/06/30

Ken Mogensen, Vice President of Sales & Marketing at Sneed Coding Solutions, discusses why treating BPO partners as direct reports transforms customer support into a sales engine. He explains vetting criteria, training approaches, and KPI alignment to ensure partners reflect the company’s values. Throughout the discussion, Ken shares lessons learned from scaling globally.“Our partners should be committed to customer success because our success as a company and our growth are entirely contingent

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32:46

Client & Partner Collaboration: From Startup...

Contact Center Perspectives🎙️ ·

2025/06/18

Peter Mullen, Strategic Brand and Growth Leader at Simply Systems LLC, discusses how customer experience can pivot from a cost center into a growth driver. He highlights a $3.7 trillion opportunity resulting from poor customer experience (CX) and explains why AI-driven personalization is now the new baseline. Peter outlines how immersive brand storytelling and C-suite alignment fuel BPO success.“You want zero daylight between you and the brand you're supporting. You want a contact center that looks

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31:23

Reverse Engineering Revenue and Growth Success |...

Contact Center Perspectives🎙️ ·

2025/06/02

Tim Wilbourn, SVP Support and Customer Success at Crexendo® Business Solutions, unpacks the challenge of linking CX metrics to revenue in a Wall Street-driven world. He outlines strategies for establishing clear expectations and promoting long-term initiatives. He also explains why short tenures hurt CX leaders and how to build sustained success.“The first thing investors look at is revenue, then free cash flow. But customers are what drive all of that. So, think about it differently. Focus on how

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24:25

CX Leaders: Driving Aligned Plans for Success in Your...

Contact Center Perspectives🎙️ ·

2025/05/18

Matt Hartley, Head of Pixel Customer Care at Google, dives into why customer care must be its own strongest advocate within a large organization. He outlines how support teams can earn a “seat at the table” by tying their work to product and business outcomes. Matt discusses systems for cross‑functional touchpoints and using data plus storytelling to influence peers. He also shares anecdotes from building partnerships across product, marketing, and sales.“You need to think through when you want to

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24:30

How To Integrate Transformational Tech Opportunities...

Contact Center Perspectives🎙️ ·

2025/05/05

Luke Squires, Customer Experience Director at Sykes Holiday Cottages, discusses how businesses can integrate transformational technologies like AI into their traditional customer support operations. He discusses the evolution of customer service, the exciting potential of AI, and how it’s becoming more accessible to companies. Luke emphasizes that while AI comes with challenges, it opens up many new opportunities for improving customer experiences.“Technology is the best it’s ever been. It’s

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64 results

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