Episode 19 | Why Contact Centers are Still Fundamentally Flawed in 2024

Contact Center Perspectives🎙️

Neal Dlin, Founder of Chorus Tree and the VP, Customer Service Experience at Aviso Wealth, critiques the outdated practices of 2024 contact centers, advocating for a shift from a manufacturing-based model to a human-centered approach. He stresses the need to understand employees and customers as individuals, challenges outdated KPIs, and underscores the importance of trust in agent interactions. He also advocates for a redefinition of metrics to place a stronger emphasis on delivering exceptional customer experiences.

"Everything else is just information, not the goal. That’s where the problem starts to arise. People need to experiment more and try new approaches while staying laser-focused on delivering great experiences for both customers and employees as human beings." - Neal Dlin

Neal’s insights highlight the importance of human connection and empathy in contact centers. By focusing on emotional intelligence and personalized experiences, organizations can turn their contact centers into customer-centric hubs, boosting satisfaction and business success. This approach also helps employees perform better, offering valuable guidance for adapting to the evolving customer service landscape.