Lauren Volpe - "Creating Contact Centers that Directly Impact Company Performance"
Lauren Volpe, Chief Customer Experience Officer at Zip Co, emphasizes reframing contact centers from cost centers to value-added assets, highlighting AI's impact on enhancing the experiences of agents and customers. She shares insights from testing AI applications, stresses clear communication about AI benefits with agents, and underscores data analysis for performance improvement. Trust, empowerment, and focusing on the middle customer segment are also discussed to reduce agent turnover and drive revenue growth.
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Contact Centers
Head of Custor Service Stepstone Deutschland Transforming Contact Centers: From Cost to Value Centers
What’s Inside [01:20] Introduction to Lauren Volpe [34:44] Full Podcast Episode [03:02] Steer Clear of AI’s Pitfalls, Achieve Significant Impact [04:38] Top Use Cases: Playing to AI Strengths and Weaknesses [04:03] The Perfect Mix: AI, Data and Empowered Agents [05:31] Agent Turnover's Impact on Company Performance [03:11] Success Essentials: Trust in BPO Partnerships [05:26] Middle Customers Drive the Greatest, Untapped Revenue Growth [01:42] The Never-Ending Learning Opportunities from Customers and Agents [00:39] Short -Success Essentials: Trust in BPO Partnerships [00:50] Short - Middle Customers Drive the Greatest, Untapped Revenue Growth
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Full Episode "Those middle customers are a huge growth opportunity, and nobody’s getting involved with them." -LAUREN VOLPE
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Full Episode: Topics Covered 1. Transforming Contact Centers: From Cost Centers to Value-Adding Assets 2. The Role of AI in Enhancing the Agent and Customer Experience 3. Leveraging Data for Informed Decision-Making 4. The Middle Customer: A Revenue Opportunity 5. Trusting and Empowering Agents to Drive Performance
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(3:02 Video) Steer Clear of AI's Pitfalls, Achieve Significant Impact "One of the biggest mistakes that is going on right now with AI is the shiny object syndrome.” —LAUREN VOLPE
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(4:38 Video) Top Use Cases: Playing to AI Strengths and Weaknesses “AI has a hard time determining small talk and when agents are trying to build that bond and that connection, it doesn’t get it, seeing it as filler words, buffering, and stalling, and doesn’t understand that’s a huge value.” -LAUREN VOLPE
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(4:03 Video) The Perfect Mix: AI, Data and Empowered Agents “Empower agents. Trust them. I’m big on trust, but verify.” —LAUREN VOLPE
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(5:31 Video) Agent Turnover's Impact on Company Performance “Listen to your agents. They know where all the bodies are buried, all the tricks of the trade, and how to calm an upset customer.” —LAUREN VOLPE
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(3:11 Video) Success Essentials: Trust in BPO Partnerships “If you do not have a trusting working relationship with your BPO partner, you’re flying blind.” -LAUREN VOLPE
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(5:26 Video) Middle Customers Drive the Greatest, Untapped Revenue Growth “Wouldn’t it be great if you could turn that big volume, middle-of-the- road customer and capture a huge opportunity? Wouldn’t it be great to put in a little effort refining whatever happens in those interactions?” —LAUREN VOLPE
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(1:42 Video) The Never-Ending Learning Opportunities from Customers and Agents “Feedback is a gift, and it’s free. Take it. You don’t have to do anything with it, but take it in and listen to it.” —LAUREN VOLPE
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(0:39 Video) Short – Success Essentials: Trust in BPO Partnerships “If you do not have a trusting working relationship with your BPO partner, you’re flying blind.” -LAUREN VOLPE
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(0:50 Video) Short - Middle Customers Drive the Greatest, Untapped Revenue Growth "Those middle customers are a huge growth opportunity, and nobody’s getting involved with them." —LAUREN VOLPE
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