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Florian Schroeder, Head of Customer Success at Stepstone, discusses transforming contact centers from cost to value centers. He explores the importance of managing the customer journey, the collaboration between customer success, sales, and leadership, agent turnover, and the impact of contact centers on revenue and the organization’s success. Florian emphasizes the need for the right people, proactive customer service, and the use of AI to empower agents.
“If you manage the customer’s loyalty today, you influence tomorrow’s success.” – Florian Schröder.
Video's length
Introduction to Florian Schröder
Full Podcast Episode
Proactively Managing The Customer Journey
The Difference Between Hygiene and Motivational Factors
How to Move from Cost to Value Centers
Hire for Character, Train for Skills
Internally Championing The Value Center Perception
Success Hinges on People in Your Contact Center
Agent Turnover Rate as an Underlying Virus
From AI to Salaries: Tackling Agent Turnover Challenges
The Key to Creating Happy Customers
If you manage the customer’s loyalty today, you
influence tomorrow’s success.
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