Episode 21

Why Your Board Should Invest in Your Contact Center

09.09.2024

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Episode Summary

Anne-Sophie Engert, Head of Customer Care and Conversion at Sonova, stresses why boards should invest in contact centers by showcasing their potential to drive profits through superior customer experience. She explains that metrics such as CSAT, NPS, and repeat purchase rates measure success and demonstrate the financial return on investing in customer care. She also advises aligning agent traits with customer profiles to boost empathy and service quality.

Steven MacDonald Podcast Host

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Video's length

(01:42)
Introduction to Anne-Sophie Engert
(38:26)
Full Podcast Episode
(02:26)
Investing in Contact Centers for Greater Business Returns
(08:12)
Maximizing Revenue Through Strategic Contact Center Engagement
(03:23)
Customer Care as Key to Sustainable Business Differentiator
(02:35)
Balancing Departmental Resources for Company’s Sustainable Growth
(05:36)
Enhancing Customer Service by Aligning Agent Experience with Client Needs
(05:36)
Enhancing Agent Careers Through Continuous Learning and Development
(03:45)
Strategic Benefits of Partnering with BPO Providers
(00:53)
Investing in Customer Service for Ultimate Business Success
(00:59)
Maximizing Revenue Through Strategic Contact Center Engagement
(00:56)
Strategic Benefits of Partnering with BPO Providers

Customer service is dealing with the most valuable asset of a company—its customers. Investing in this department is essential to gather the most valuable feedback directly from those interacting with your brand.

Anne-Sophie Engert Head of Customer Care and Conversion at Sonova

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