What’s Inside [0:51] Introduction to Candace Wallace [26:06] Full Podcast Episode [4:05] Essential Strategies for Contact Center Growth [2:21] Rethinking KPI Standards: A Necessary Shift? [2:49] Real-time Data Drives Self-Service Success and Revenue [3:22] Balancing Tech & Human Touch in Customer Service [1:59] Agent Satisfaction: A Key to Customer Experience Success [4:59] Balancing Agent Satisfaction, Culture, & Turnover Dynamics [3:24] Adapting to Customer Needs: A Digital Age Success Blueprint [0:57] Short - Rethinking KPI Standards: A Necessary Shift? [0:59] Short - Real-time Data Drives Self-Service Success and Revenue