In this episode, Tracey Virtue, Chief Customer Officer at NEOGOV, highlights transforming contact centers into a competitive edge, primarily as vital customer feedback sources for other departments. With a wide range of her experiences within other departments, Tracey underscores contact centers' holistic impact, aiding organizational growth. She stresses frontline staff investment, empowering excellent service, and nurturing a positive culture.

"Invest in your frontline people. Get to know them. They can be your competitive advantage.” - Tracey Virtue

Tracey shares that her experiences in various departments have shaped her holistic understanding of organizations. She emphasizes the critical role of customer experience, recounting a story where exceptional service turned a negative situation into a lifelong customer. She discusses the holistic impact of the contact center on organizational growth and success, highlighting the need to invest in frontline employees, empower them, and foster a positive culture. She also emphasizes the contact center's role as an early warning system, offering valuable feedback to other departments.