• Episode 28 | Where Contact Centers Are Still Missing the Mark

  • 2024/12/02
  • 再生時間： 25 分
  • ポッドキャスト

Episode 28 | Where Contact Centers Are Still Missing the Mark

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  • Darcy Perry, Customer Experience Manager at Franke Group, shares her journey from early customer service roles to managing contact centers, highlighting lessons learned from healthcare and emergency services. She emphasizes the pivotal role of contact centers in business success, addressing challenges like turnover and employee engagement with empathy-driven strategies. She advocates for balanced AI adoption to enhance efficiency while preserving human connection.

    "Contact centers can make or break the company." - Darcy Perry

    Contact centers are dynamic, strategic hubs where technology and human interaction converge. Once limited to traditional call centers, they've transformed into customer-focused powerhouses that drive business success. By adopting AI thoughtfully, contact centers can boost efficiency while maintaining the essential human touch that makes customer interactions meaningful. Focusing on employee development and satisfaction not only improves service but also creates a cycle of loyalty—happy employees lead to loyal customers. These centers are more than just service points; they are crucial drivers of feedback, cultural evolution, and the future growth of the business.
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あらすじ・解説

Darcy Perry, Customer Experience Manager at Franke Group, shares her journey from early customer service roles to managing contact centers, highlighting lessons learned from healthcare and emergency services. She emphasizes the pivotal role of contact centers in business success, addressing challenges like turnover and employee engagement with empathy-driven strategies. She advocates for balanced AI adoption to enhance efficiency while preserving human connection.

"Contact centers can make or break the company." - Darcy Perry

Contact centers are dynamic, strategic hubs where technology and human interaction converge. Once limited to traditional call centers, they've transformed into customer-focused powerhouses that drive business success. By adopting AI thoughtfully, contact centers can boost efficiency while maintaining the essential human touch that makes customer interactions meaningful. Focusing on employee development and satisfaction not only improves service but also creates a cycle of loyalty—happy employees lead to loyal customers. These centers are more than just service points; they are crucial drivers of feedback, cultural evolution, and the future growth of the business.
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