Florian Schröder - “Transforming Contact Centers: From Cost to Value Centers"
Florian Schröder, Head of Customer Success at Stepstone, Europe’s largest online recruiting company. Florian shares his insights on the importance of customer success in this episode. With years of experience in the field, Florian discusses how he has helped elevate customer experience to a key performance indicator at Stepstone. Explore Florian's approaches to transforming the image of contact centers from cost centers to value centers that directly impact bottom-line revenue.
WOW-24-7
Contact Centers
EPISODE 1 Florian Schröder Head of Customer Service Stepstone Deutschland Transforming Contact Centers: From Cost to Value Centers
What’s Inside [0:37] Introduction to Florian Schröder [31:10] Full Podcast Episode [2:08] Proactively Managing The Customer Journey [5:14] The Difference Between Hygiene and Motivational Factors [3:34] Moving from Cost to Value Centers [3:00] Hire for Character, Train for Skills [2:18] Internally Championing The Value Center Perception [3:48] Success Hinges on People in Your Contact Center [2:19] Agent Turnover Rates as an Underlying Virus [4:59] From AI to Salaries: Tackling Agent Turnover Challenges [0:34] The Key to Creating Happy Customers [Shorts] AI, Live Agents, and Direct Impact on Revenue
Florian Schroeder, Head of Customer Success at Stepstone, discusses transforming contact centers from cost to value centers. He explores the importance of managing the customer journey, the collaboration between customer success, sales, and leadership, agent turnover, and the impact of contact centers on revenue and the organization's success. Florian emphasizes the need for the right people, proactive customer service, and the use of AI to empower agents.
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Full Episode “If you manage the customer’s loyalty today, you influence tomorrow’s success.” —FLORIAN SCHRÖDER
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Full Episode: Topics Covered 1. Managing the Customer Journey 2. The Hygiene Factor and Motivational Factors 3. Promoting Contact Centers as Value Centers 4. Addressing Agent Turnover
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(2:08 Video) Proactively Managing The Customer Journey “If you manage the customer’s loyalty today, you influence tomorrow’s success.” —FLORIAN SCHRÖDER
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(5:14 Video) The Difference Between Hygiene and Motivational Factors “Contact centers can make a real difference by proactively engaging with customers and finding ways to increase happiness.” —FLORIAN SCHRÖDER
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(3:34 Video) Moving from Cost to Value Centers “Cost centers are something of the past, and contact centers must become value centers. —FLORIAN SCHRÖDER
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(3:00 Video) Hire for Character, Train for Skills “If they understand that what they do has critical importance for the company, the success of the company overall, they’re going to probably be a lot happier in what they do because they see themselves as a vital part of that success.” —FLORIAN SCHRÖDER
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(2:18 Video) Internally Championing the Value Center Perception “If you understand, you have to integrate your performance of the contact center into overall company success. Then you promoted your value internally.” —FLORIAN SCHRÖDER
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(3:48 Video) Success Hinges on People in Your Contact Center “Hire the right people, develop them properly, make sure that there is a strong connection to sales and to your customer, and pay them right.” —FLORIAN SCHRÖDER
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(2:19 Video) Agent Turnover Rates as an Underlying Virus “The happier your employees are, the happier your customers, the happier your customers, the happier your employees.” —FLORIAN SCHRÖDER
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(4:59 Video) From AI to Salaries: Tackling Agent Turnover Challenges “The right people with the right skills, time, and no boring tasks can invest in the customer and make them happy.” —FLORIAN SCHRÖDER
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(0:34 Video) The Key to Creating Happy Customers “Make sure what you stand for as a company, hire the right people to make your company’s purpose a reality, keep them happy, and watch happy customers unfold.” —FLORIAN SCHRÖDER
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Shorts
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