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