Ep. 5: What the Exec Team Needs to Know About Contact Centers (with Joe Staples)

Company executives get a high-level view of what’s happening across departments. They create the strategic vision for the company and define the goals and metrics to realize that vision. But often, this high-level overview leaves out key details that paint the picture of a company’s path to growth and sustainability. To close the gap between what executives know about their contact center and what information they’re missing, we’re talking to Joe Staples. Joe is a veteran of the contact center industry and served as a CMO for more than 20 years, leading the charge at companies like Interactive Intelligence, Workfront, and Motivosity. Now, he sits on the board of multiple companies (including Sharpen!) advising today’s leaders on how to grow their revenue and see greater success. We’re asking Joe what you really need to know about your contact center, so the whole C-suite can get a better grip on what’s happening with customer service (and why it matters). Joe’s talking on the top contact center trends to watch and why employee metrics, like agent turnover, are just as important as your customer metrics.