In a recent episode of the Outsource Accelerator Podcast, our CEO, Denys Dubner, took the spotlight to share his insights into customer service, operations & middle-management leadership excellence. Denys delved into the nitty-gritty details of the hottest topics, such as agent retention, AI, and the future of contact centers.
What’s Inside:
Current Challenges in the CX Industry
Denys sheds light on the pressing challenges facing the customer experience landscape, from dwindling satisfaction rates to the ever-present struggle for agent retention and the reasons behind the high attrition rate in the call center industry. Get ready to uncover the hurdles and learn how to overcome them.
The WOW24-7 Approach
Discover the secret sauce behind WOW24-7’s success as Denys explains our unique approach to leadership on all management levels. From our steadfast commitment to company culture, agent hiring, training, and onboarding to our relentless pursuit of innovation, our company has arguably the highest agent retention rate in the industry.
AI in Contact Centers
Learn about the highlighted concerns about AI integration alongside the agents’ buy-in challenges. Despite efforts to adopt AI, challenges persist, particularly with fragmented systems hindering its effectiveness. This underscores the ongoing need for human intervention, especially in SMEs lacking seamless data flow between tools.
Human Agents’ Job Market Prediction
Denys forecasts a promising outlook for Level 2+ support agents’ jobs over the next five to ten years. Nevertheless, he anticipates that the frontline / L1 support role may gradually disappear in the future.
Why Should You Tune In?
Denys shares real-world insights to help you level up your contact center leadership & customer service game. Whether you’re a seasoned professional or just starting out, there’s something here for everyone.
Check it out, and we’d love to know your thoughts
