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.