What’s Inside [1:08] Introduction to Neal Dlin [32:36] Full Podcast Episode [3:33] Addressing Flaws in Contact Center Best Practices [4:17] Prioritizing Customer Experience Over Traditional Quality Checklists [5:54] Trust and Quality Agents as Key to Contact Center Success [7:24] Shifting Contact Center KPIs to Focus on Customer Experience [2:38] Proactive Investments Enhance Contact Center Customer Experience and Revenue [1:44] Strategies for Growth: Stay Human and Stay Ahead [0:59] Short – Prioritizing Customer Experience Over Traditional Quality Checklists [0:58] Short - Shifting Contact Center KPIs to Focus on Customer Experience