Episode 19

Why Contact Centers are Still Fundamentally Flawed in 2024

26.08.2024

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Episode Summary

Neal Dlin, Founder of Chorus Tree and the VP, Customer Service Experience at Aviso Wealth, critiques the outdated practices of 2024 contact centers, advocating for a shift from a manufacturing-based model to a human-centered approach. He stresses the need to understand employees and customers as individuals, challenges outdated KPIs, and underscores the importance of trust in agent interactions. He also advocates for a redefinition of metrics to place a stronger emphasis on delivering exceptional customer experiences.

Steven MacDonald Podcast Host

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Video's length

(01:08)
Introduction to Neal Dlin
(32:37)
Full Podcast Episode
(03:33)
Addressing Flaws in Contact Center Best Practices
(04:17)
Prioritizing Customer Experience Over Traditional Quality Checklists
(02:11)
Trust and Quality Agents as Key to Contact Center Success
(07:24)
Shifting Contact Center KPIs to Focus on Customer Experience
(02:38)
Proactive Investments Enhance Contact Center Customer Experience and Revenue
(01:44)
Strategies for Growth: Stay Human and Stay Ahead
(00:59)
Prioritizing Customer Experience Over Traditional Quality Checklists
(00:54)
Shifting Contact Center KPIs to Focus on Customer Experience

We didn’t focus on traditional metrics, extensive training, or just dumping information about systems. Instead, we concentrated on the types of calls we would receive and the experience we wanted customers to have

Neal Dlin Founder of Chorus Tree and the VP, Customer Service Experience at Aviso Wealth

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