Contact Centers: Accountability and Positive Impact on P&L

17.06.2024

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Episode Summary

Harini Gokul discusses how contact centers drive growth and impact the business’s bottom line and 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.

Steven MacDonald Podcast Host

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Video's length

[0:57]
Introduction to Harini Gokul
[23:19]
Full Podcast Episode
[02:15]
Transforming Contact Centers: From Costs to Growth
[03:23]
SaaS and Customer Experience: Driving Sustainable Growth
[01:13]
Leveraging Customer Feedback for Business Growth and Expansion
[02:05]
1-10 Rating: Importance of Agent Turnover to Company’s Growth
[02:08]
Utilizing Technology to Empower Customer Service
[02:33]
Digital Transformation: Metrics Redefined for Service Excellence
[01:18]
Customer-First Culture: Key to Contact Center Success
[02:57]
Cultivating Growth: Accountability & Thought Leadership
[00:47]
Embracing Learning Culture in the Digital World
[0:50]
Real-Time Listening: A Catalyst for Business Growth
[0:59]
Short - Transforming Contact Centers: From Costs to Growth
[0:56]
Short- SaaS and Customer Experience: Driving Sustainable Growth
[01:00]
Short- Cultivating Growth: Accountability & Thought Leadership

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 for growth.

Harini Gokul Chief Customer Officer at Entrust

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