Mazen Moustafa - "From Support Function to Growth Driver: Strategic Planning for Contact Centers"
Mazen Moustafa, Director of Customer Service at Reliance Health, Egypt, explains how contact centers shift from support functions to growth drivers. He shows why executive-level KPIs must link to revenue and cost savings, not just efficiency. Mazen separates AI hype from reality, stressing mapped processes, clean data, and a living knowledge base. He closes with a call for empowerment and strategic planning for contact centers.
WOW-24-7
Contact Centers
Whatβs Inside [0:53] Introduction to Mazen Moustafa [24:59] Full Podcast Episode [2:29] Episode Highlights [3:57] Closing the Empowerment Gap in Contact Centers [3:24] Translating KPIs Into Board-Level Impact [3:29] Support Quality Beats Tech As Differentiator [4:11] Reducing Churn To Anchor Revenue And Loyalty [5:23] Mapping Processes And Cleaning Data for AI Reliability [0:36] Leading The Change That Customers Need [0:59] Short β Reducing Churn To Anchor Revenue And Loyalty [0:58] Short - Mapping Processes And Cleaning Data for AI Reliability
Full Episode βTo change the contact center perspective from being just a support function to a growth driver, traditional metrics are not enough. You need to connect and build your own KPIs in a way that directly relates to revenue generation or cost savings with actual numbers. Not intuition, not aspiration, but actual figures.β - MAZEN MOUSTAFA
(2:29) Episode Highlights
(3:57 Video) Closing the Empowerment Gap in Contact Centers βThe contact center can see patterns, recurring issues. They may even know about competition because they keep talking to customers every single day. However, they are not empowered or authorized to rectify or make the changes that they believe are needed or will help the business. It's usually covered with a layer of approvals.β - MAZEN MOUSTAFA
(3:24 Video) Translating KPIs Into Board-Level Impact βWhen you go to a C-suite or a CEO and you tell them the EHC is going down, honestly, they couldn't care less. This is not really what they are interested in hearing. You need to connect your own KPIs and build your own KPIs in a way that you can actually relate to revenue generation or cost saving with actual numbers.β - MAZEN MOUSTAFA
(3:29 Video) Support Quality Beats Tech As Differentiator βEveryone thinks that AI and technology are what people are after. But no. It's not a matter of, βThis product does so many different services that the other product is not doing.β It's mainly based on the service that I'm receiving, especially the after-sales one.β - MAZEN MOUSTAFA
(4:11 Video) Reducing Churn To Anchor Revenue And Loyalty βIf you manage to minimize the churn and track it, that's one of the key KPIs for any company because when you lose a customer, you don't just lose the customer, but you lose their friends, their family. They might even recommend the new service provider or the new product that they have purchased to others.β - MAZEN MOUSTAFA
(5:23 Video) Mapping Processes And Cleaning Data for AI Reliability βFor you to have a solid working AI agent or AI tool or AI-driven process, you need to have lots of proper infrastructure installed and set up properly. Otherwise, it will just give you irrelevant answers, delayed responses, or simply it will fail.β - MAZEN MOUSTAFA
(0:36 Video) Leading The Change That Customers Need βYou are important. You just need to know how to show it, and it all comes down to you.β - MAZEN MOUSTAFA
YOUTUBE SHORT: Reducing Churn To Anchor Revenue And Loyalty βIf you manage to minimize the churn and track it, that's one of the key KPIs for any company because when you lose a customer, you don't just lose the customer, but you lose their friends, their family. They might even recommend the new service provider or the new product that they have purchased to others.β - MAZEN MOUSTAFA
YOUTUBE SHORT: Mapping Processes And Cleaning Data for AI Reliability βFor you to have a solid working AI agent or AI tool or AI-driven process, you need to have lots of proper infrastructure installed and set up properly. Otherwise, it will just give you irrelevant answers, delayed responses, or simply it will fail.β - MAZEN MOUSTAFA
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