How Contact Centers Drive Massive Revenue Gains | WOW24-7

How Contact Centers
Drive Massive Revenue
Gains

Reveal Episode

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Episode Summary

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.

If you manage the customer’s loyalty today, you
influence tomorrow’s success.

Florian Schröder Head of Customer Success
Stepstone Germany

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