Contact Center Perspectives🎙️
wow24-7.ioThe podcast presents valuable insights from contact center leaders, tailor-made for their industry peers. We cover a diverse array of topics, such as AI integration, agent turnover management, revenue impact assessment, and transitioning perceptions from cost to value centers for starters.
| Publishes | Twice monthly | Episodes | 62 | Founded | 2 years ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | EntrepreneurshipBusinessManagement | |||
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Latest Episodes
Amber Scott, VP of Customer Experience at Serta Simmons Bedding, explains why basic empathy is now table stakes. She shares how clear expectations and promise-keeping create trust. Amber connects hospitality with measurable business outcomes. She clo... more
Daniela Linero Gamez, Chief Customer Officer at Ontop, shares how to bridge the empathy gap by moving beyond surface requests to real needs. She explains the price value paradox, the hospitality mindset, and the power of vulnerability. Daniela demons... more
Silke Robeller, Director of Global Customer Care at Rainforest Alliance, explains why customer service is a company’s business card. She demonstrates how a 95 percent satisfaction rate indicates a significant impact on growth. Silke shares tactics to... more
Jaakko Jutila, Vice President of Customer Support at Basware, explains how support teams escape the cost-center trap. He details how CSAT improvements are linked to retention, providing a defensible business case. He outlines a seamless journey archi... more
Mazen Moustafa, Director of Customer Service at Reliance Health, Egypt, shares two decades of cross-market customer operations and customer experience leadership. He introduces Then AI Happens, outlining practical AI use cases and workflows. Mazen al... more
Karen Lam, Director of Customer Support at Top Hat, outlines a context-driven leadership style grounded in storytelling. She traces her path from retail to EdTech, culminating in managing support and shaping customer dialogue at Top Hat.
“Every sing... more
Kimberly Agin, Head of Business Performance and Enablement, Voice & Chat Automation/Contact Center at KeyBank, traces a career across financial services and explains why the contact center is a live window into client needs. She details how journey d... more
Cynthia Patterson, Vice President of North American Customer Support at Antech Diagnostics, outlines a new customer support model that blends empathy with business metrics. She explains how aligning value propositions with customer experience creates... more
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Contact Center Perspectives🎙️ launched 2 years ago and published 62 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
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