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Episode 8 | Contact Centers: Accountability and Positive Impact on P&L
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Harini Gokul, Chief Customer Officer at Entrust, discusses how contact centers drive growth and impact the business's bottom-line revenue. She emphasizes customer engagement and proactive problem-solving and challenges the view of contact centers as cost centers. She also discusses changing mindsets, the importance of agent turnover, AI's impact on agent roles and thought leadership in contact centers.
“A dollar today is more expensive than a dollar yesterday. There is increasing pressure to show value for the things we purchase. This is changing the conversation and helping reframe the discussion of customer experience and customer care as drivers for growth.” - Harini Gokul
Harini emphasizes three main takeaways: Aligning contact center goals with growth strategies ensures accountability and positive impact. A learning culture keeps contact centers current and thriving. Lastly, treating contact centers as strategic assets and investing in agents can drive customer loyalty and business success.
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