Shows
Contact Center Perspectives🎙️How to Take Charge with a Champion Growth Model | Episode 54Mark 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 clearly name what we’re trying to achieve, and then use empathy as our guide. It’s a navigational tool to help us find our...2025-07-2726 min
Contact Center Perspectives🎙️The People-First Customer Experience Strategy | Episode 53Senthamizh 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 customers’ problems while keeping people at the core. That becomes your people-first customer experience strategy.” - Senthamizh Selvan PandianSenthamizh Selvan Pandian advocates a balanced...2025-07-2024 min
Contact Center Perspectives🎙️Solving Dysfunction at All Stages of the Customer Journey | Episode 52Sanjeet 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 and constructive critics, and embrace brutal self-assessment. It’s essential for an organization’s survival.” – Sanjeet Kaur BaliBy realigning support from a reactive cost center...2025-07-1335 min
Contact Center Perspectives🎙️CCOs: How to Drop the Victim Mentality to Earn Your Seat at the Table | Episode 50Kel 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 things and start focusing on what we can do. When people start realizing that the power is in thei...2025-07-0631 min
Contact Center Perspectives🎙️How to Train BPO Partners to Integrate with Your Sales TeamKen 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 upon our customers growing and being successful. Our business partner should definitely have that same belief.” – Ken MogensenKen highlights how applying core val...2025-06-3025 min
Contact Center Perspectives🎙️Client & Partner Collaboration: From Startup Innovations to BPO Excellence | Episode 48Peter 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 and feels like it's part of the company itself. You want your BPO partners to understand the brand storytelling, and you wa...2025-06-1832 min
Contact Center Perspectives🎙️Reverse Engineering Revenue and Growth Success | Episode 47Tim 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 many customers have been implemented, the revenue generated from those implementations, and the outcomes that define success.” – Tim Wilbourn2025-06-0231 min
Contact Center Perspectives🎙️CX Leaders: Driving Aligned Plans for Success in Your Own Advocacy | Episode 46Matt 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 go fast and when you want to go far, who to involve in that discussion, and how to a...2025-05-1824 min
Contact Center Perspectives🎙️How To Integrate Transformational Tech Opportunities With Traditional Customer Support | Episode 45Luke 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 constantly evolving and becoming more accessible for companies. While it still comes with a significant cost, tools like AI are no longer a new concept...2025-05-0524 min
Contact Center Perspectives🎙️How To Make Customer Experience The Number One Driver For The Business? | Episode 44Enav Birnbaum, Director of Customer Solutions at Zencity, explores how customer support can directly impact revenue growth. She outlines her PhD background in international relations and explains how it informs her approach to solving real‑world challenges. She also reveals the cultural foundation that drives passionate service and fosters strong customer bonds.“I believe that when managing a contact center, it is most important to keep your team members connected to your company's mission and vision, and to remind them why we need to provide top‑notch support and why we are here.” – Enav BirnbaumFrom her early a...2025-04-2726 min
Contact Center Perspectives🎙️How to Get Out of Our Own Way to Create Customer and Company Success | Episode 43Ash Rhodes, Business Consultant in Customer Experience at Ash Rhodes Consulting, shares how contact centers can break free from the “cost center” mindset. He dives into strategies highlighting the invaluable customer data gathered during service interactions. Ash reveals how internal advocacy reshapes a team’s influence. Finally, he explains how to speak the language of stakeholders to gain a permanent seat at the executive table.“When we talk about customer success, there’s so much more to it. We must demonstrate our value and our raison d'être—our reason for existing—to the rest of the organization an...2025-04-2123 min
Contact Center Perspectives🎙️We Know That We Need to Know What We Don't Know | Episode 42Ilai Szpiezak, Co-Founder at Dolphin AI, explores how businesses can unlock the power of customer insights hidden in everyday interactions. He reveals the potential of contact centers as rich data sources that guide product innovation and increase retention. He shares the impact of empathy, technology, and organizational alignment on customer satisfaction. Finally, he underscores how focusing on the voice of the customer reshapes a company’s strategic direction.‘We should keep an open mind that the data can inform us of what we need to know, not always what we want to know.’ - Ilai SzpiezakFrom...2025-04-1326 min
Contact Center Perspectives🎙️Episode 41 | POV: Contact Centers as an Investable Value EngineDean Czuma, Head of McKinsey Global Services at McKinsey & Company, explains why contact centers should be viewed as strategic investments that drive value rather than control costs. He shares insights on empowering agents, using the right tools, and fostering a strong culture. By aligning these elements, companies can transform contact centers into powerful customer satisfaction and profitability engines.“The winners will lead an experience, and it starts with the way customers are approached.” - Dean CzumaRooted in real-time customer interaction data, these insights highlight how properly equipped teams can boost satisfaction, generate add-on revenue, and...2025-04-0628 min
Contact Center Perspectives🎙️Episode 40 | Contact Center Agents' Perspective on AIVladyslava Vozniuk, Customer Success Manager at Usersnap, explores the evolving role of AI in contact centers from the agent’s perspective. She dispels the myth of AI replacing human agents, instead advocating for a hybrid model that enhances customer experience. The discussion highlights AI’s impact on training, turnover, and the irreplaceable value of human empathy.“AI is not here to replace but to enhance the agents, and you can ensure they have better performance and are more eager to adopt new technologies.” - Vladyslava VozniukVladyslava emphasizes that AI should complement, not replace, human agents...2025-03-3024 min
Contact Center Perspectives🎙️Episode 37 | Branded CX is Your #1 Competitive Path to 2X GrowthMark Smith, Founder of Journey-Smiths, explores the transformative power of customer experience (CX) on business growth. He shares insights on CX technology, journey orchestration, and leadership’s role in creating brand-aligned experiences. Mark also highlights how CX-driven strategies can double company growth over a decade.“Being customer-focused gets you a business. Being customer experience-focused grows your business.” - Mark SmithAI's transformative potential is reshaping customer experiences (CX), but not at the expense of the human touch. Smith highlights AI's role in analyzing complex data and assisting customer service teams, emphasizing that it should enhance—not repla...2025-03-0226 min
Contact Center Perspectives🎙️Episode 36 | Marketing Ops, RevOps: What's VOC Ops?Anthony Chang, Business Platform Lead for Consumer Care at Versuni, discusses how contact centers can transition from cost centers to growth drivers by leveraging the voice of customer data. He highlights the role of advanced analytics and collaboration in boosting customer lifetime value and unlocking new revenue opportunities.“The missed opportunity lies in the goldmine of voice of customer data, which is more difficult to analyze but ultimately pertains to your specific customers. It’s about the people buying your products and who you could convert into the most loyal consumers if you understand what they want, what...2025-02-2039 min
Contact Center Perspectives🎙️Episode 39 | What Are the Systemic Cracks in Our CX Foundation?Sarah Caminiti, Head of Customer Support and Service at abcam, shares insights on mending systemic cracks in CX practices to drive business growth and sustainability. She emphasizes the importance of viewing customers as valued individuals and leveraging data to advocate for change. Sarah also discusses strategies for building strong teams that enhance customer experience.“I think these systemic cracks exist because, for so long, customer experience was considered something that anybody could do. CX was always seen as less important—something you didn’t really need to invest in. The goal was to spend as little money as pos...2025-02-1432 min
Contact Center Perspectives🎙️Episode 38 | How to Create Success Though BPO PartnershipsHenry Hildesheim, Director of Operations at TechStyleOS, shares deep insights into building successful contact center partnerships and driving business growth. He explores the challenges and opportunities of aligning corporate strategies with BPO operations, emphasizing the importance of integrating partners into company culture. The conversation also highlights leveraging data analysis to enhance customer interactions and service efficiency.“Take the time to invest in people, not just your team, but also those working for you and those you collaborate with. That’s a source of success, but it also brings happiness as you navigate the highs and lows together.” - Henr...2025-02-1223 min
Contact Center Perspectives🎙️Episode 34 | A New Vision and Evolution in Customer ExperienceFilip Popovic, Head of Relationship Centre Worldwide at Avon, outlines his ‘Golden Age’ approach to BPO partnerships. He explains how co‑creation with providers builds trust and drives mutual value. Filip shares real-world examples of how transparent collaboration improves customer feedback loops. He also demonstrates how AI synthesizes frontline insights to inform strategic decisions. “We now act on feedback from our BPOs, including what our reps tell us, how they want to be treated, and even the tone of voice we use. Now our partners advise us on what to do, since they’re the ones with the direct...2025-02-0930 min
Contact Center Perspectives🎙️Episode 33 | Chief Customer Officers: How to Get Out of Our Own Way to Be Growth AcceleratorsAfshan Kinder explores how Chief Customer Officers can overcome internal hurdles to drive growth. She discusses the role of AI, strategic clarity, and frontline insights in enhancing customer engagement. Afshan also provides actionable advice on treating BPO partners as strategic assets and fostering alignment to accelerate organizational success.“To be forward-thinking, you’ve really got to be transparent. You don’t necessarily have to share all your mistakes, but you need to be clear about what’s working and what’s not, without pointing fingers. We focus on what’s been done well and show how doing things diffe...2025-02-0225 min
Contact Center Perspectives🎙️Episode 32 | Contact Center Leaders: Stop Celebrating False ConclusionsJustin Robbins, Founder & Principal Analyst at Metric Sherpa, challenges preconceived notions in the contact center industry. He explores the concept of understanding the "business of the business" to transform contact centers from cost centers to value centers. Justin shares how impactful insights from customer interactions can drive strategic change across organizations. Using real-world examples, he emphasizes curiosity and collaboration to maximize organizational impact."False conclusions are a type of misalignment with how we measure success and how we talk about performance improvement that’s causing us to feel like things are really good when, in a lot of...2025-01-2631 min
Contact Center Perspectives🎙️Episode 31 | How to Rebalance Your Contact Center for SuccessMike Aoki, President of Reflective Keynotes Inc., discusses rebalancing contact centers for optimal performance. He highlights the generational communication gap and the importance of AI in managing routine tasks. He also emphasizes viewing contact centers as drivers of customer loyalty and brand value rather than as cost centers.“Customer service is really a balance between efficiency metrics. It’s about finding the right balance between technology and people, using technology to assist people, and ensuring those interactions or conversations are effective.” - Mike AokiMike Aoki’s insights highlight the importance of adapting to generational communic...2025-01-2026 min
Contact Center Perspectives🎙️Episode 30 | Leveraging Trusted Advisors as Your GPSMark 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 they've done historically and becoming even better.” - Mark BrodyTo achieve high performance, organizations must focus on aligning employees with thei...2025-01-1222 min
Contact Center Perspectives🎙️Episode 29 | How to Overcome the Challenge of Cultural Differences with Your BPO PartnersKarla 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. Understanding the cultural differences in how they approach teamwork is very important. These ideas of cultural differences involve training them to empathize with the client and...2024-12-1624 min
Contact Center Perspectives🎙️Episode 28 | Where Contact Centers Are Still Missing the MarkDarcy 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 the company." - Darcy PerryContact centers are dynamic, strategic hubs where technology and human interaction converge. Once limited to traditional call centers, they've transformed into customer-focused...2024-12-0224 min
Contact Center Perspectives🎙️Episode 27 | How to Align 69 Different Internal Entities to Achieve Great Customer SuccessGary 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 of any business is worthy of the right level of time and investment and can bring significant value to any organization." - Gary YorkeThis conversation explores how Gary...2024-12-0230 min
Contact Center Perspectives🎙️Episode 26 | The Whys and Hows of Reverse Engineering Customer SupportBennett 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 solution quickly. That’s the beauty and splendor of research: you go down a path, and if it aligns with the right goal, you’ll find happy em...2024-11-1830 min
Contact Center Perspectives🎙️Episode 25 | Essential Insights on the Contact Center Nudging StrategyChristian 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 the nudging strategy is a big undertaking, but if you get it right, you’ll see a massive improvement in customer satisfaction and conversions because you’re giving people what they want, when they w...2024-11-0726 min
Contact Center Perspectives🎙️Episode 24 | Building Customer Service from the Ground UpChris 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 is worthy of the right level of time and investment and can bring significant value to any organization." - Chris RojasChris Ro...2024-11-0432 min
Contact Center Perspectives🎙️Episode 23 | Amazon’s Lessons from Adopting Customer Obsession as a Core PrincipleVivian 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 points, and feelings.” - Vivian MalandrinVivian Malandrin’s insights emphasize that customer obsession is a transformative approach that demands dedication, empathy, and strategy. Her transition...2024-10-0527 min
Contact Center Perspectives🎙️Episode 22 | Must Have: Entrepreneurial Lessons for CX LeadersThomas 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 consistently produce relevant and sustainable value for your customer.” - Thomas LehnerThis episode highlights the need for a business-savvy appr...2024-09-3028 min
Contact Center Perspectives🎙️Episode 20 | What to Learn from Fortune 100 Customer Success StrategiesShareth 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 collaboration and achieve outcomes for both customers and the company." - Shareth BenThe success of customer strategies is closely tied to how well internal structures and processes are aligned...2024-09-1024 min
Contact Center Perspectives🎙️Episode 21 | Why Your Board Should Invest in Your Contact CenterAnne-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 valuable asset of a company—its customers. Investing in this department is essential to gather the most valuable feedback directly from those in...2024-09-1038 min
Contact Center Perspectives🎙️Episode 19 | Why Contact Centers are Still Fundamentally Flawed in 2024Neal 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 customer experiences."Everything else is just information, not the goal. That’s where the problem starts to arise. People need to experiment more and tr...2024-08-3032 min
Contact Center Perspectives🎙️Episode 18 | Why You Shouldn’t Be Obsessed with CSATMichael 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 overall goal is to turn each of our customer interactions into data that the business can use to make other decisions about what’s going on.” - Mich...2024-08-2622 min
Contact Center Perspectives🎙️Episode 17 | CX Leaders: How to Help Sales Close Larger Deals?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 collaborates effectively with others focuses on driving business success, and possesses strong technical expertise.” - Neelam SandhuNeelam Sandhu’s insights highlight the importance of investing in customer succes...2024-08-1928 min
Contact Center Perspectives🎙️Episode 16 | Falling Behind on the Latest CX Tech Stack?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 how understanding and leveraging these technologies can help organizations stay competitive. By focusing on the evolving nature of technology, he also provides a roadmap for...2024-08-1232 min
Contact Center Perspectives🎙️Episode 15 | Why Do CX Leaders Fail?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 integrating AI technology, CX leaders can enhance their decision-making processes and drive business growth. She also emphasizes the transformative power of a customer-centric approach, illustrating ho...2024-08-0522 min
Contact Center Perspectives🎙️Episode 14 | Transforming Contact Centers with a Servant Challenger MentalityIn this episode, Nate Brown, Co-Founder of CX Accelerator, 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 empower their teams to step beyond conventional performance metrics by encouraging a strategic, forward-thinking view of CX. This empowers them to foster authentic connections that resonate deeply with customers, driving loyalty and advocacy.2024-07-2926 min
Contact Center Perspectives🎙️Episode 13 | CX Revenue Engine: How to Delight Your Way to GrowthSri 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 feelings. How you make them feel is significantly more memorable and impactful in terms of whether they choose to stay, spend, and recommend your business.” - Sri Ve...2024-07-2231 min
Contact Center Perspectives🎙️Episode 12 | Why Humans Outshine AI in CX LeadershipAndreas 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.” - Andreas JanssenCustomer service in e-commerce is a strategic asset that fuels growth, strengthens customer relationships, and sets brands apart. Combining human touch with AI-driven insights boosts sati...2024-07-1521 min
Contact Center Perspectives🎙️Episode 11 | Retail Online and In-Store CX Trends for 2024Chancy 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 experience leader, always be open-minded, always be leading the change. Don’t stay in your comfort zone.”- Chancy ChenMastering omnichannel custom...2024-07-0828 min
Contact Center Perspectives🎙️Episode 10 | Delivering Results: Becoming the Highest Voice of AuthorityMadelene 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 companies must know that customer service is the one sitting on the gold because we know what the customer wants.” - Madelene MotinMadelene emphas...2024-07-0122 min
Contact Center Perspectives🎙️Episode 9 | CCOs: Flipping BPO Quality Perceptions On Its HeadSteve 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 interface outsourcing.“You can increase the quality of the interactions and interfaces with your customers through outsourcing. Pick a good partner and cultivate the relationship to help them understand what you ne...2024-06-2424 min
Contact Center Perspectives🎙️Episode 8 | Contact Centers: Accountability and Positive Impact on P&LHarini 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 value for the things we purchase. This is changing the conversation and helping reframe the discussion of customer experience and customer care as drivers fo...2024-06-1723 min
Contact Center Perspectives🎙️Episode 7 | CCOs: Tackling Systematic Resistance to Accepting Subpar PerformancePat 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 improving customer experience and revenue growth.“A humanistic approach has led companies that have gone out and contributed significantly to their valuation numbers by understanding how yo...2024-06-1430 min
Contact Center Perspectives🎙️Episode 6 | CCOs: Turning Contact Centers into a Competitive AdvantageIn 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. They can be your competitive advantage.” - Tracey VirtueTracey shares that her experiences in various departments have shaped her holistic understanding of organizations. She emphasizes the cr...2024-06-1433 min
Contact Center Perspectives🎙️Episode 5 | Creating Contact Centers that Directly Impact Company PerformanceLauren 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 revenue growth."Those middle customers are a huge growth opportunity, and nobody’s getting involved with them." - Lauren VolpeBy reframing their perspective from vie...2024-05-0134 min
Contact Center Perspectives🎙️Episode 4 | CCOs: Why Advocate for Downward CSAT TrendsCandace 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 satisfaction and company culture in delivering exceptional customer experiences.“Your average spend may go up when you consider per agent because the reality is...2024-04-3026 min
Contact Center Perspectives🎙️Episode 3 | Creating the Ideal Hybrid Customer Happiness TeamIn 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 and advises on shifting this view to see them as value centers.“The customer happiness team is a golden nugget that’s overlooked. But if you...2024-04-2926 min
Contact Center Perspectives🎙️Episode 2 | The Frictionless Customer ExperiencePatrick 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 even with outsourced support, ensuring a frictionless customer experience end-to-end.“We now expect easy, frictionless experiences. We expect companies to know us as consumers.”- Patrick Martin...2024-04-1328 min
Outsource Accelerator Podcast with Derek GallimoreOA 483: Call Center Excellence Through Culture - with Denys Dubner of WOW24-7Outsourcing podcast
Get the full show notes for this outsourcing podcast here:
outsourceaccelerator.com/483
WOW24-7
In this episode of the Outsource Accelerator Podcast, Derek talks with Denys Dubner, the CEO of WOW24-7, a top-ranking call center services company with offices in Eastern Europe and Latin America.
They talk about significant concerns in the call center industry, WOW24-7's notable achievement in terms of agent retention, and insights into Artificial Intelligence (AI).
References:
Web: https://wow24-7.io/
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