Pat Ferdig - “CCOs: Tackling Systematic Resistance to Accepting Subpar Performance”

Pat Ferdig, Chief Customer Officer at 441 Locals, highlights the need to address systematic resistance to sub-par performance. He points to the crucial role in driving growth and advocates reframing contact centers as pivotal to company expansion, not just cost centers. He stresses a human-centric approach, including listening to agents and integrating them into cross-functional teams. Pat asserts that organizations can enhance performance and success by showcasing the contact center's value in improving customer experience and revenue growth.

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Contact Centers

call center

customer service outsourcing

customer support outsourcing

customer service BPO

retail BPO

e-commerce BPO