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Contact Center Perspectives🎙️
![Contact Center Perspectives🎙️ podcast artwork](/static/images/64pixel.png)
Filip Popovic, Head of Relationship Centre at Avon, shares how reframing a call center as a “relationship center” can elevate organizational interactions. He emphasizes forming strong connections with representatives and customers to drive loyalty. He reflects on two decades of hands-on experience across multiple roles. Leaders will gain perspective on cultivating trust and deeper engagement. "We are the voice of our consumers, and that’s a very difficult role because you are like a bomb in a management team—you are the one complaining. Our role is to be an advocate for our consumers, and everyone should play that role with consistency. No compromises." – Filip Popovic Filip Popovic’s insights underscore the transformation of contact centers from cost centers to dynamic experience centers that enhance revenue and customer loyalty. He stresses the importance of cultivating strong relationships with customers and representatives, positioning the contact center as essential for improving customer experience (CX). Filip demonstrates how contact centers can become revenue-generating hubs, encouraging leaders to view the voice of the customer as a strategic asset, fostering cross-departmental collaboration to integrate customer insights into broader business strategies.…