Running a contact center is one of the most challenging processes for a company when offering a unique and positive customer experience. Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard.

So, what makes running one so difficult?

I talked to Naomi Wheeless, the Global Head of Customer Success at Square, about the management and leadership strategy required to modernize and run a customer-centric contact center. 

Square is a publicly traded company providing financial, payment, and marketing services for businesses. Their call center lies at the heart of their customer success strategy. 

Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.