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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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Head of Custor Service Stepstone Deutschland Transforming Contact Centers: From Cost to Value Centers

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

Pat Ferdig - “CCOs: Tackling Systematic Resistance to Accepting Subpar Performance” - Page 2
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      Full Episode “A humanistic approach has led companies that have gone out and contributed significantly to their valuation numbers by understanding how you address this issue of satisfactory underperformance.” -PAT FERDIG

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          Full Episode: Topics Covered 1. The Importance of Agents in Driving Business Growth 2. Assessing and Rebuilding Contact Center Operations 3. Selling the Value of the Contact Center to Executive Management

          Pat Ferdig - “CCOs: Tackling Systematic Resistance to Accepting Subpar Performance” - Page 5

          (4:53 Video) The Importance of a Humanistic Approach in Customer Service "It’s about understanding where that individual comes from and having empathy. And when I say empathy, it's completely different than sympathy. Empathy is the understanding.“ —PAT FERDIG

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              (3:12 Video) Unlocking Success: Assessing and Readapting Business Processes “We have to continue reinventing how we do things. Customer behaviors and expectations change, so we must stay on top of that.” -PAT FERDIG

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                  (2:18 Video) Agent’s Essential Contribution to Enhanced Customer Experience “Agents can make or break a scenario for the customers. If the agents are engaged and happy, they will provide more confidence and higher customer service and support.” —PAT FERDIG

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                      (4:04 Video) Agent Enablement: Key to Customer Satisfaction Success “Spending time with the agent is critical to any type of contact center success because once you get to that point, you can start monetizing the operation.” —PAT FERDIG

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                          (4:59 Video) Shifting Dynamics: Contact Centers as Strategic Assets “My agents and my contact center are the face of the business. We are the reason customers repurchase or renew.” -PAT FERDIG

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                              (2:47 Video) Fostering Customer-Centricity: Embracing Transparency and Collaboration “Getting the buy-in and trying to embed that agent experience with other departments is critical to understanding the priorities from their perspective.” —PAT FERDIG

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                                  (2:15 Video) Driving Success: Agents as Business Growth Engines "Boards don’t typically understand agents' importance in retaining revenue or increasing return or repeat purchases. It’s our job as leaders to ensure they understand that connection.“ —PAT FERDIG

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                                      (2:11 Video) Cross-Functional Collaboration: Enhancing Contact Center Dynamics “It’s about asking for advice on how you would fix issues by working cross- functionally with the other departments and building the team with the contact center at its core.” —PAT FERDIG

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                                          (1:33 Video) Shifting the Narrative: Elevating Contact Center Value "You must constantly sell the contact center's value. That’s what the C-level wants. That’s what they have to go to the shareholders or the VCs concerning the business's revenue growth.” —PAT FERDIG

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                                              (0:52 Video) Shifting Dynamics: Contact Centers as Strategic Assets “My agents and my contact center are the face of the business. We are the reason customers repurchase or renew.” —PAT FERDIG

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                                                  (0:58 Video) Driving Success: Agents as Business Growth Engines "Boards don’t typically understand agents' importance in retaining revenue or increasing return or repeat purchases. It’s our job as leaders to ensure they understand that connection.“ —PAT FERDIG

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