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