How Customer-Focused Leadership, AI, and Change Management Drive Contact Center Success

This week on The Modern Customer Podcast, Michele Crocker shares her insights on transforming contact centers through customer-focused leadership, AI, and change management.

She dives into actionable strategies for aligning people, processes, and technology to create high-performing, customer-centric operations. Michele also explains how successful AI implementation hinges on effective change management, ensuring smoother transitions and delivering measurable results for contact centers.

BOOKMARKS:
00:00 Introduction
01:35 Michelle's Journey in Contact Centers
02:48 Current Industry Challenges
04:13 Strategic Cuts and Investments
06:10 Leadership and Talent Management
09:25 Technology in Contact Centers
15:00 Real-World Success Stories
18:24 Cross-Selling and Upselling
21:34 Combating Agent Burnout
25:48 Rapid Fire Questions with Michele
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Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. For regular updates on customer experience, sign up for her weekly newsletter here. https://blakemorgan.substack.com/

Visit her website here: https://blakemichellemorgan.com/