Clare Muscutt talks with Lauretta Campestre about empowering agents through conversation analytics

“As a woman, I didn't behave, act, or talk like my male counterparts. Oftentimes, I was the note taker, or the one coordinating beverages, but the silver lining… I was in the room, I was hearing the conversations, and she who controls the pen controls the actions.”   In episode #605 of the Inspiring Women in CX podcast, Clare Muscutt talks to Lauretta Campestre, Associate Vice President, Success Strategy at CallMiner, about…   📞 Her career journey so far, starting out on the frontline at a debt collection agency, quickly realising her skill and desire to help others, and working her way up to Client Success   👩‍💻 Making the move from contact centres to software and tech and how she leaned upon her own resourcefulness and resilience during the transition   📊 Connecting the dots between conversations that happen in the contact centre and how CX professionals can leverage this data to inform their CX strategy   🏫 Dropping out of school, entering the workplace at 17 and how her gender and inexperience shaped peoples’ perception of her   👭 How women are shaping the future of CX and Tech through diverse collaboration and the role that women’s communities play in this   For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership