Uniphore Share Their Latest Podcast Episode

Joining Uniphore on their latest episode of Conversations that Matter is a customer care leader who helps customers enjoy their service as much as they enjoy their cars. He’s a skilled customer experience expert who knows how to turn a customer’s problem into an opportunity for excitement.

Please give a warm welcome to Manager of Customer Care at Porsche Cars North America, Jeffrey Newman!

Jeff joins Host Randy Ksar from the Porsche Experience Center in Atlanta to demonstrate why Porsche is not only an automotive leader, but a CX leader as well. Jeff dives into strategies for implementing AI in the contact center, why great customer service is proactive, and the importance of leading by example.

To listen to the Podcast click here.

Some key takeaways from the Podcast are:

• Many agents worry that AI will eliminate them in the call center. When a customer is frustrated, they don’t only want an answer, they want to also be understood. While an AI can solve a problem, only people can create human connections.

• As a leader, you need to care for the people you are leading. Lead by example and provide your employees with the level of care you ask them to show clients. If you want employees to be welcoming with customers, you need to be welcoming to them first.

• When measuring the success of the contact center, it’s ok to keep it simple. While NPS isn’t a perfect metric, it’s a good guideline. When you’re focused on making a frustrated customer happy, the NPS will give you a good insight into your performance.

To listen to the Podcast, click here.