Episode 5 | Creating Contact Centers that Directly Impact Company Performance

Contact Center Perspectives🎙️

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 revenue growth.

"Those middle customers are a huge growth opportunity, and nobody’s getting involved with them." - Lauren Volpe

By reframing their perspective from viewing contact centers as cost centers to seeing them as investments, organizations can discover new revenue streams and enhance their overall performance. Utilizing AI, examining data, targeting the middle customer segment, and empowering agents are crucial for success in contact centers. By adopting these methods, organizations can improve agent and customer experiences, lower expenses, and ultimately attain superior business results.