Florian Schroeder, Head of Customer Success at Stepstone, discusses transforming contact centers from cost to value centers. He explores the importance of managing the customer journey, the collaboration between customer success, sales, and leadership, agent turnover, and the impact of contact centers on revenue and the organization's success. Florian emphasizes the need for the right people, proactive customer service, and the use of AI to empower agents.

“If you manage the customer’s loyalty today, you influence tomorrow’s success.” - Florian Schröder.

Florian emphasizes that transforming contact centers from cost centers to value centers requires a proactive approach to managing the customer journey and promoting their value internally. Contact centers can reduce agent turnover and enhance customer satisfaction by hiring the right people, providing competitive salaries, and leveraging AI to empower agents. Ultimately, this shift will increase revenue and customer loyalty, solidifying contact centers as invaluable organizational assets.

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