What’s Inside [1:17] Introduction to Pat Ferdig [30:03] Full Podcast Episode [4:53] The Importance of a Humanistic Approach in Customer Service [3:12] Unlocking Success: Assessing and Readapting Business Processes [2:18] Agent’s Essential Contribution to Enhanced Customer Experience [4:04] Agent Enablement: Key to Customer Satisfaction Success [4:59] Shifting Dynamics: Contact Centers as Strategic Assets [2:47] Fostering Customer-Centricity: Embracing Transparency and Collaboration [2:15] Driving Success: Agents as Business Growth Engines [2:11] Cross-Functional Collaboration: Enhancing Contact Center Dynamics [1:33] Shifting the Narrative: Elevating Contact Center Value [0:52] Short - Shifting Dynamics: Contact Centers as Strategic Assets [0:58] Short - Driving Success: Agents as Business Growth Engines