CCOs: Tackling Systematic Resistance to Accepting Subpar Performance

10.06.2024

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Episode Summary

Pat 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.

Steven MacDonald Podcast Host

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Video's length

[01:17]
Introduction to Pat Ferdig
[30:03]
Full Podcast Episode
[04:53]
The Importance of a Humanistic Approach in Customer Service
[3:12]
Unlocking Success: Assessing and Readapting Business Processes
[2:18]
Agent’s Essential Contribution to Enhanced Customer Experience
[2:31]
Agent Enablement: Key to Customer Satisfaction Success
[04:59]
Shifting Dynamics: Contact Centers as Strategic Assets
[2:47]
Fostering Customer-Centricity: Embracing Transparency and Collaboration
[2:15]
Driving Success: Agents as Business Growth Engines
[2:11]
Cross-Functional Collaboration: Enhancing Contact Center Dynamics
[1:33]
Shifting the Narrative: Elevating Contact Center Value
[0:52]
Shifting Dynamics: Contact Centers as Strategic Assets
[0:58]
Driving Success: Agents as Business Growth Engines

A humanistic approach has led companies that have gone out and contributed significantly to their valuation numbers by understanding how you address this issue of satisfactory underperformance.

Pat Ferdig Chief Customer Officer at 441 Locals

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