Creating Contact Centers that Directly Impact Company Performance | WOW24-7

Creating Contact Centers that Directly Impact Company Performance

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Episode Summary

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.

If you do not have a trusting working relationship
with your BPO partner, you’re flying blind.

Lauren Volpe Chief Customer Experience Officer @Zip Co

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