• Episode 21 | Why Your Board Should Invest in Your Contact Center

  • Sep 10 2024
  • Length: 38 mins
  • Podcast

Episode 21 | Why Your Board Should Invest in Your Contact Center

Listen for free

View show details

  • Summary

  • Anne-Sophie Engert, Head of Customer Care and Conversion at Sonova, stresses why boards should invest in contact centers by showcasing their potential to drive profits through superior customer experience. She explains that metrics such as CSAT, NPS, and repeat purchase rates measure success and demonstrate the financial return on investing in customer care. She also advises aligning agent traits with customer profiles to boost empathy and service quality.

    "Customer service is dealing with the most valuable asset of a company—its customers. Investing in this department is essential to gather the most valuable feedback directly from those interacting with your brand." - Anne-Sophie Engert

    Anne-Sophie’s strategy covers the importance of well-selected, trained agents and creating sustainable career paths, which enhance customer experience and the bottom line. By adopting this thoughtful approach, businesses can boost sales and build a loyal customer base. These strategies offer a blueprint for turning contact centers into profit centers and achieving long-term growth.
    Show More Show Less
Leadership Management Economics
Show More Show Less
activate_samplebutton_t1

What listeners say about Episode 21 | Why Your Board Should Invest in Your Contact Center

Average customer ratings

Reviews - Please select the tabs below to change the source of reviews.

Audible.co.uk reviews

Amazon reviews
No Reviews are Available