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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.
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Introduction to Lauren Volpe
Full Podcast Episode
Steer Clear of AI’s Pitfalls, Achieve Significant Impact
Top Use Cases: Playing to AI Strengths and Weaknesses
The Perfect Mix: AI, Data and Empowered Agents
Agent Turnover's Impact on Company Performance
Success Essentials: Trust in BPO Partnerships
Middle Customers Drive the Greatest, Untapped Revenue Growth
The Never-Ending Learning Opportunities from Customers and Agents
If you do not have a trusting working relationship
with your BPO partner, you’re flying blind.
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Contact Center Outsourcing Insights
27.06.2024
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
Failures in CX Leadership
20.06.2024
Florian Schroeder, Head of Customer Success, explores the importance of managing the customer journey and the impact of contact centers on revenue and the organization’s success.
Cracking the Agent Turnover Code
14.06.2024
Tracey Virtue, Chief Customer Officer at NEOGOV, highlights transforming contact centers into a competitive edge, primarily as vital customer feedback sources for other departments.
How Contact Centers Boost Revenue
06.05.2024
Customers now expect easy, personalized, and frictionless experiences, thanks to the influence of companies like Netflix, Amazon, and Spotify. As Patrick Martin, explains, “If you’re not creating a frisctionless customer experience, you will struggle.”
