Dean Czuma - POV: Contact Centers as an Investable Value Engine"
Dean Czuma, Head of McKinsey Global Services at McKinsey & Company, explains why contact centers should be viewed as strategic investments that drive value rather than control costs. He shares insights on empowering agents, using the right tools, and fostering a strong culture. By aligning these elements, companies can transform contact centers into powerful customer satisfaction and profitability engines.
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Contact Centers
What’s Inside [1:22] Introduction to Dean Czuma [28:49] Full Podcast Episode [2:50] Why Contact Centers Are the Next Big Investment Opportunity [4:30] How to Transform Contact Centers into Investable Engines [3:49] Operationalizing Contact Centers Beyond Metrics to Human-Centric Excellence [2:58] Transforming Contact Centers Empathetic Sales Powerhouses [5:49] Value of Culture and Collaboration in Contact Centers [3:18] Building Sustainable Revenue Engines Through Culture, Capital, and Tech [1:54] Winning Through Excellent and Human-Centric Customer Experience [0:58] Short - Why Contact Centers Are the Next Big Investment Opportunity [0:58] Short - Building Sustainable Revenue Engines Through Culture, Capital, and Tech
Full Episode "The winners will lead an experience, and it starts with the way customers are approached." - Dean Czuma
Full Episode: Topics Covered Elevating Customer Experience through Contact Centers Insights and Opportunities: Beyond the Call Redefining the Corporate Culture around Customer Interactions
(2:50 Video) Why Contact Centers Are the Next Big Investment Opportunity “The end customer's experience must be important in teaching you, as a company, how to do business. It potentially offers you the capability to pivot—whether through product modifications, greater product diversity, or reconsidering how products are delivered, serviced, paid for, and how you develop an annuity stream.” - Dean Czuma
(4:30 Video) How to Transform Contact Centers into Investable Engines “A customer relationship, once acquired, is an incredible opportunity. How do you take advantage of that? I think this is a major channel for you to do so in a world with a lot of competition.” - Dean Czuma
(3:49 Video) Operationalizing Contact Centers Beyond Metrics to Human-Centric Excellence “If you are the type of company that didn’t really feel the need or didn’t need to have a strong customer service backbone, then focus your energy somewhere else. But when you’re thinking about the value stream that includes the customer, I think operationalizing it is not extraordinarily difficult.” - Dean Czuma
(2:58 Video) Transforming Contact Centers Empathetic Sales Powerhouses “If you’re looking for people who can pick up a phone, press a button, and are good with computers and similar tasks, that’s great. But you should also consider the softer skills that align with the value stream you’re aiming to create.” - Dean Czuma
(5:49 Video) Value of Culture and Collaboration in Contact Centers “When you have a team of people who are all focused on the mission while being treated as part of the value stream, a collaborative thought partner, and an integral part of the value delivery system, it lifts all boats and makes everyone feel better about what they’re doing.” - Dean Czuma
(3:18 Video) Building Sustainable Revenue Engines Through Culture, Capital, and Tech “Companies must make tough choices to invest more in places where they will gain customer attention or achieve low-cost acquisition. You want to have zero marginal cost revenue opportunities, which is one way to help get you there.” - Dean Czuma
(1:54 Video) Winning Through Excellent and Human-Centric Customer Experience “The human factor is critical in creating a competitive distance in the environment, especially when product offerings catch up with each other.” - Dean Czuma
YOUTUBE SHORT: Why Contact Centers Are the Next Big Investment Opportunity “The end customer's experience must be important in teaching you, as a company, how to do business. It potentially offers you the capability to pivot—whether through product modifications, greater product diversity, or reconsidering how products are delivered, serviced, paid for, and how you develop an annuity stream.” - Dean Czuma
YOUTUBE SHORT: Building Sustainable Revenue Engines Through Culture, Capital, and Tech “Companies must make tough choices to invest more in places where they will gain customer attention or achieve low- cost acquisition. You want to have zero marginal cost revenue opportunities, which is one way to help get you there.” - Dean Czuma
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