Harini Gokul - "Contact Centers: Accountability and Positive Impact on P&L"
Harini Gokul, Chief Customer Officer at Entrust, discusses how contact centers drive growth and impact the business's bottom-line revenue. She emphasizes customer engagement and proactive problem-solving and challenges the view of contact centers as cost centers. She also discusses changing mindsets, the importance of agent turnover, AI's impact on agent roles and thought leadership in contact centers.
WOW-24-7
Contact Centers
call center
customer service outsourcing
customer support outsourcing
customer service BPO
retail BPO
e-commerce BPO
Customer Value
SaaS Customer Experience
Head of Custor Service Stepstone Deutschland Transforming Contact Centers: From Cost to Value Centers
What’s Inside [0:57] Introduction to Harini Gokul [23:12] Full Podcast Episode [2:16] Transforming Contact Centers: From Costs to Growth [3:24] SaaS and Customer Experience: Driving Sustainable Growth [1:14] Leveraging Customer Feedback for Business Growth and Expansion [2:06] 1-10 Rating: Importance of Agent Turnover to Company’s Growth [2:08] Utilizing Technology to Empower Customer Service [2:33] Digital Transformation: Metrics Redefined for Service Excellence [1:18] Customer-First Culture: Key to Contact Center Success [2:58] Cultivating Growth: Accountability & Thought Leadership [0:47] Embracing Learning Culture in the Digital World [0:50] Real-Time Listening: A Catalyst for Business Growth [0:59] Short - Transforming Contact Centers: From Costs to Growth [0:56] Short - SaaS and Customer Experience: Driving Sustainable Growth [1:00] Short- Cultivating Growth: Accountability & Thought Leadership
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Full Episode “A dollar today is more expensive than a dollar yesterday. There is increasing pressure to show value for the things we purchase. This is changing the conversation and helping reframe the discussion of customer experience and customer care as drivers for growth.” - HARINI GOKUL
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Full Episode: Topics Covered 1. Changing the Mindset: From Cost Center to Growth Accelerator 2. The Role of Agents: Consultants and Thought Leaders 3. Accountability and Positive Impact on the Bottom Line
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(2:16 Video) Transforming Contact Centers: From Costs to Growth "A customer who experiences successful problem resolution with you and comes out happier and more satisfied will spend more and do more business with you. This demonstrates the direct correlation between delivering great customer experiences via the contact center and your top-line group.” — HARINI GOKUL
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(3:24 Video) SaaS and Customer Experience: Driving Sustainable Growth "We care about retaining customers by providing value, and everyone who delivers value to customers becomes a growth accelerator. This underscores the importance of customer experience, care, and engagement from the contact center.” - HARINI GOKUL
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(1:14 Video) Leveraging Customer Feedback for Business Growth and Expansion “Building a system of connection among our teams that allows them to understand the customer’s feedback will be mission critical to driving the organization's expansion and growth.” — HARINI GOKUL
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(2:06 Video) 1-10 Rating: Importance of Agent Turnover to Company’s Growth “Agents are super important and critical to our purpose. We need to continue investing in them with skills and capability and leverage innovations to help them perform their jobs in a way that gives them joy.” — HARINI GOKUL
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(2:08 Video) Utilizing Technology to Empower Customer Service “Our team embraces AI and thinks of it as a friend and a means to the end. We already see that we can do more for our customers than before because AI can take care of menial tasks, allowing us to spend more time with them.” - HARINI GOKUL
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(2:33 Video) Digital Transformation: Metrics Redefined for Service Excellence “The importance of metrics is determined by the context of the business you’re trying to manage and the customers you’re trying to serve. So, we need to look for new metrics that will reflect well in this new digital world.” — HARINI GOKUL
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(1:18 Video) Customer-First Culture: Key to Contact Center Success “We do whatever it takes to ensure we meet customers where they are and deliver what is needed. It's about starting with culture, focusing on what the customer wants, and working backward from there. This helps reframe conversations everywhere.” — HARINI GOKUL
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(2:58 Video) Cultivating Growth: Accountability & Thought Leadership “We need to be accountable for the numbers, quotas, and metrics that accrue to those groups. I’ve found it helpful for contact center teams to have support and maintenance agreement P&Ls. Holding and delivering that against the goal is a powerful accelerator and a powerful way to focus on the goal ahead.” — HARINI GOKUL
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(0:47 Video) Embracing Learning Culture in the Digital World “We need to be a learning culture. We must embrace new trends, technologies, and ways of doing things. That would be the key for contact centers to thrive, not just survive, in a cloud-first, SaaS-first world.” — HARINI GOKUL
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(0:50 Video) Real-Time Listening: A Catalyst for Business Growth “Change starts by listening. I find it's very powerful to listen in real-time to what your customers are saying about you.” - HARINI GOKUL
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(0:59 Video) Short - Transforming Contact Centers: From Costs to Growth “Recovering a customer through a dissatisfied experience or through an escalation ends up translating into much higher growth.” — HARINI GOKUL
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(0:56 Video) Short - SaaS and Customer Experience: Driving Sustainable Growth “Getting a new customer is five times more expensive than retaining a customer. Everybody who's delivering value to that customer immediately becomes a growth accelerator.” — HARINI GOKUL
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(1:00 Video) Short - Cultivating Growth: Accountability & Thought Leadership “All of those we think about accountability in multiple ways. The quantitative way by carrying, and then a thought leadership accountability that gives them a seat at the table to have a more rigorous product discussion with.” — HARINI GOKUL
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