Q&A: Valvoline On Maintaining Customer Centricity Amid Growth


Brian Cantor
09/10/2018

This is a two-part podcast featuring Nino Pozgaj of Monet Software and Shawn Castle of Valvoline.

We begin with Pozgaj, who reveals how to make technology an asset -- rather than a roadblock -- in improving agent performance and increasing customer centricity.

We then reconnect with Castle.

Last year, Valvoline won the CCW Excellence Award for best-in-class small contact center.

This year, the popular company graduated to the medium-sized category -- and placed as a finalist.

In this new discussion, Castle details how his organization maintained its commitment to customer centricity (and a great agent experience) amid its growth.  He reveals the benefits and challenges of becoming bigger.

Listen below.