Mark Brody, Director of Contact Center Programs at TrachMar, discusses leveraging trusted advisors to scale contact centers. He emphasizes understanding a center's purpose, overcoming resistance to change, and using AI and BPO partners effectively. He also reveals key strategies and common errors in optimizing contact center operations.

“Sometimes, getting the right set of eyes on a problem can help you overcome obstacles that may have occurred before or hindered an organization from changing what they've done historically and becoming even better.” - Mark Brody

To achieve high performance, organizations must focus on aligning employees with their strengths, fostering continuous learning, and cultivating a positive work culture. Mark emphasizes the strategic role of BPO partners in scaling contact centers effectively. By prioritizing the voice of the customer and leveraging the right mix of technology, talent, and partnerships, contact centers can transform into high-performing engines of growth and excellence.