Mark Brody - "Leveraging Trusted Advisors as Your GPS"
Mark Brody, Director of Contact Center Programs at TrachMar, discusses leveraging trusted advisors to scale contact centers. He emphasizes understanding a center's purpose, overcoming resistance to change, and using AI and BPO partners effectively. He also reveals key strategies and common errors in optimizing contact center operations.
WOW-24-7
Contact Centers
What’s Inside [1:17] Introduction to Mark Brody [22:40] Full Podcast Episode [3:16] Importance of Leveraging Trusted Advisors for Contact Centers [2:07] Aligning Team Roles for Effective Change Management Success [3:01] Unlocking Contact Center Success by Defining the Why [2:01] Top Contact Center Challenges: Resistance, Strategy, and Misalignment [1:18] Major Customer Satisfaction Criteria for Contact Center Success [5:15] Essential Growth and Management Strategies for Scaling Contact Centers [0:59] 1-10 Rating: Importance of BPO in Contact Center Scaling Strategy [0:57] Short - Aligning Team Roles for Effective Change Management Success [0:59] Short - Essential Growth and Management Strategies for Scaling Contact Centers
Full Episode "Sometimes, getting the right set of eyes on a problem can help you overcome obstacles that may have occurred before or hindered an organization from changing what they've done historically and becoming even better.“ - Mark Brody
Full Episode: Topics Covered Leveraging Trusted Advisors as the GPS for Contact Centers Unlocking Potential: Placing the Right People in the Right Roles Scaling for Success: The Strategic Role of BPO Partnerships The Path Ahead: Key Points from the Contact Center Playbook
(3:16 Video) Importance of Leveraging Trusted Advisors for Contact Centers “The role of the trusted advisor is to help navigate what the right levers to pull within your organization are, as opposed to simply following what everyone else is doing.” - Mark Brody
(2:07 Video) Aligning Team Roles for Effective Change Management Success “You always need to have people in specific roles during any change management process. That’s what I mean by 'right people, right place, right time' —ensuring you have the big-picture thinkers alongside the people who are doing the day-to-day work and will be most impacted by any changes that occur.” - Mark Brody
(3:01 Video) Unlocking Contact Center Success by Defining the Why "If you understand your 'why,' your customers' 'why,' and then support them with the tools and resources they need, that’s exactly where every contact center needs to be focused.“ - Mark Brody
(2:01 Video) Top Contact Center Challenges: Resistance, Strategy, and Misalignment “A big mistake I see a lot of organizations making right now is that they’re not clearly defining what their AI journey needs to be or what it should look like.” - Mark Brody
(1:18 Video) Major Customer Satisfaction Criteria for Contact Center Success “If you have root agents or knowledge that’s out of whack, you're giving out bad information, which puts more effort on the customer to get their problem solved—those are the three big dissatisfiers.” - Mark Brody
(5:15 Video) Essential Growth and Management Strategies for Scaling Contact Centers “BPO is a great addition to a scaling strategy for an organization that will be experiencing rapid growth. If your company anticipates significant growth over the next year or so, you also need to consider how AI fits into your culture and what you need to do. This goes hand-in-hand with change management.” - Mark Brody
(0:59 Video) 1-10 Rating: Importance of BPO in Contact Center Scaling Strategy “The importance of BPO depends on the organization and the type of contact center. I would probably rate it as a seven. It should be considered in every scaling discussion, as you should always be looking at how to do things better, more efficiently, and more cost-effectively as a contact center.” - Mark Brody
YOUTUBE SHORT: Aligning Team Roles for Effective Change Management Success "You always need to have people in specific roles during any change management process. That’s what I mean by 'right people, right place, right time' — ensuring you have the big-picture thinkers alongside the people who are doing the day-to-day work and will be most impacted by any changes that occur.“ - Mark Brody
YOUTUBE SHORT: Essential Growth and Management Strategies for Scaling Contact Centers “BPO is a great addition to a scaling strategy for an organization that will be experiencing rapid growth. If your company anticipates significant growth over the next year or so, you also need to consider how AI fits into your culture and what you need to do. This goes hand-in-hand with change management.” - Mark Brody
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