Contact Center Perspectives🎙️

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The podcast presents valuable insights from contact center leaders, tailor-made for their industry peers. We cover a diverse array of topics, such as AI integration, agent turnover management, revenue impact assessment, and transitioning perceptions from cost to value centers for starters.

  1. Why Your AI Strategy is Failing Before It Starts (And How to Fix It) | Episode 68

    1D AGO

    Why Your AI Strategy is Failing Before It Starts (And How to Fix It) | Episode 68

    Mark McKercher, VP of Global Customer Support at Sovos, explains why most AI efforts fail before they begin. He reveals how unrealistic expectations and weak foundations derail success. He shows how AI can turn support into a revenue driver through cross-functional collaboration. He closes with why change management defines long-term success. “It’s about being deliberate in the technology you choose, while recognizing that no technology is just a light switch. It’s not nearly as much about the technology as people think, but more about change management and helping people shift their perspectives.” – Mark McKercher In this episode, Mark shares practical ways leaders can move beyond the “AI quick fix” mindset. He explores how data foundations, executive alignment, and transparent communication make AI adoption measurable and sustainable for both support and enterprise growth.

    26 min
  2. Mission-Driven Customer Service: How Purpose Transforms Team Performance and Growth | Episode 67

    JAN 26

    Mission-Driven Customer Service: How Purpose Transforms Team Performance and Growth | Episode 67

    Simas Tamosaitis, Director of Customer Service at Mastermind.com, outlines a mission-driven CX framework that shifts teams from transactional to transformative. He explains how mindset, mission, and clear KPIs create consistent customer outcomes. He shows why empowered agents turn edge cases into advocacy. He closes with a call to build leaders at every level. “Customer service teams do not succeed just because they answer questions quickly. They need the right foundation, they need mindset, they need mission, and they need measurable KPIs. Mission gives purpose and metrics give direction, and together they build a team that performs and grows.” – Simas Tamosaitis This episode explores how a purpose-driven culture turns routine interactions into measurable outcomes. Simas shares practical ways to align mindset, mission, and KPIs so agents handle edge cases with confidence, drive loyalty, and set a higher standard for consistent customer outcomes.

    26 min
  3. A Strategic Approach to Leading Change, Starting with the Contact Center | Episode 66

    JAN 12

    A Strategic Approach to Leading Change, Starting with the Contact Center | Episode 66

    Tracey Djordjevic, Director of Customer Service at Clarion Medical Technologies, explains why embracing constant change defines effective service leadership. She connects personal mindset with team stability through transitions. Tracey cites the principle that growth demands continuous improvement and learning. She details how her approach helps teams adapt smoothly during ongoing change. “You need to make sure you are gathering customer insights, followed by building your customer personas, building out the voice of the customer, doing your customer journey mapping, and tying all that into your strategic planning. Customer centricity should be a key element of your strategic planning as an organization, and you need your other strategic objectives to tie into that from the bottom up and be pushed from the top down.” – Tracey Djordjevic Tracey highlights a practical blueprint for leading change from the contact center. She addresses survival mode, then recommends customer insights, personas, journey mapping, and KPI redesign to link activity to revenue. Djordjevic advocates bottom-up execution supported by top-down sponsorship to turn feedback into growth, alignment, and accountable results.

    26 min
  4. Beyond the Numbers: How Data Reliability Transforms Business | Episode 65

    12/21/2025

    Beyond the Numbers: How Data Reliability Transforms Business | Episode 65

    Marcia Daniel, Chief Client Officer at Ferrilli, explains why reliable data is the backbone of customer experience and growth. She connects NPS, CSAT, and help desk insights to business outcomes leaders can trust. Marcia shows how consistency and cybersecurity protect brand credibility and donor confidence. She closes with a blueprint for turning data into stories that align stakeholders. “Your data is going to tell you where your students are coming from, what their background is, if your curricula are on the right track with what you're offering, and what makes up that degree that you are awarding. It's going to tell you who you're weeding out and how you change that all the way through to the consistency in your data.” – Marcia Daniel This episode explores how leaders turn raw metrics into trusted decisions. Marcia outlines a simple stack for proof NPS, CSAT, tickets, and a year-end survey. She explains why unbiased questions matter, how cybersecurity and data integrity protect trust, and how to translate insights into stories that align executives and improve outcomes.

    22 min
  5. Technical Support Teams Generate Revenue Through Strategic Framework Design | Episode 64

    12/07/2025

    Technical Support Teams Generate Revenue Through Strategic Framework Design | Episode 64

    Brie Clements, Senior Director of Customer Service and Support at For The Record, details a practical shift from reactive fixes to proactive services. She maps roles, builds a skills matrix, and stabilizes operations. Brie demonstrates how proactive inspections can generate recurring revenue. She closes with metrics that accelerate trust. “Every interaction we had with a customer was not only an opportunity to solve a problem for them but also to turn that problem into an opportunity to discuss something new that we had or something they didn’t have yet. Customers started to treat us more like an advisor, and that helped us pivot the relationship and provide leads to the sales team.” - Brie Clements This episode follows Brie’s practical journey from reactive fixes to proactive, revenue-linked services. You will hear how a skills matrix, role clarity, and cadence-based inspections reduce escalations, create capacity, and unlock recurring revenue. Brie also shares coaching habits and nontraditional KPIs that build trust, inform upgrades, and position support as an advisor to the business.

    29 min
  6. How Do We Keep Up with Ever-Scaling Expectations? | Episode 63

    11/25/2025

    How Do We Keep Up with Ever-Scaling Expectations? | Episode 63

    Amber Scott, VP of Customer Experience at Serta Simmons Bedding, explains why basic empathy is now table stakes. She shares how clear expectations and promise-keeping create trust. Amber connects hospitality with measurable business outcomes. She closes on aligning CX to company objectives for growth. “Customer expectations and behavior continue to evolve, so I encourage leaders to read, stay informed, pay attention, and listen to customers.” - Amber Scott In this episode, Amber demonstrates that empathy is a table-stakes requirement and explains how clear expectations, consistent promise-keeping, and genuine hospitality translate into measurable outcomes. She illustrates that reliable follow-through and authentic human connection build durable trust across channels. She leaves leaders with a practical charge to keep learning as expectations evolve, speak the language of business, and align CX efforts directly to core objectives for sustainable growth.

    31 min
  7. Bridge the Empathy Gap: From Surface Requests to Deep Needs | Episode 62

    11/09/2025

    Bridge the Empathy Gap: From Surface Requests to Deep Needs | Episode 62

    Daniela Linero Gamez, Chief Customer Officer at Ontop, shares how to bridge the empathy gap by moving beyond surface requests to real needs. She explains the price value paradox, the hospitality mindset, and the power of vulnerability. Daniela demonstrates why ICP knowledge and cultural nuance are essential globally. She closes with practical steps to turn support into growth. "The ICP must be in the data, and it's always in the conversation with clients. It makes us more aware that the relationship between a client and a provider is a human connection, and that we are involved with emotions and things we are seeking. The metrics are important, but being transparent, vulnerable, and setting clear expectations will boost customer satisfaction more than numbers.” – Daniela Linero Gamez This episode delves into why empathy and clarity outperform vanity metrics when the goal is sustainable growth, and it explains how human context makes data more valuable and actionable. Drawing on honest client conversations, Daniela demonstrates how to align price with scope, codify everyday hospitality rituals, and utilize thoughtful vulnerability to rebuild trust in moments that matter for both buyers and internal teams across various markets and regions.

    25 min
  8. How to Make Customer Service a Part of the Company-Wide Culture | Episode 61

    10/26/2025

    How to Make Customer Service a Part of the Company-Wide Culture | Episode 61

    Silke Robeller, Director of Global Customer Care at Rainforest Alliance, explains why customer service is a company’s business card. She demonstrates how a 95 percent satisfaction rate indicates a significant impact on growth. Silke shares tactics to overcome the label of being a cost center. She maps practical steps for proactive cross-functional influence. “Your support is the business card of your company, and if it’s better than your competitor, this pays directly into the customer satisfaction and the loyalty of this customer to your brand.” - Silke Robeller. This episode examines how CX redefines value within the business. Silke shares evidence that shifts cost center perceptions, explains how CSAT signals revenue impact, and shows why involving customer care early in launches improves outcomes across sales, product, and operations.

    26 min
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The podcast presents valuable insights from contact center leaders, tailor-made for their industry peers. We cover a diverse array of topics, such as AI integration, agent turnover management, revenue impact assessment, and transitioning perceptions from cost to value centers for starters.

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