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