Today's guest is a CX savant who specializes in research in the areas of transformation, delivery, and vertical capabilities. He started as a call center agent in Bulgaria and went on to further his experience working in CX positions all around the globe. Joining us this week from across the pond in England is Ivan Kotzev, a Research Analyst at NelsonHall. Ivan sits down with Randy Ksar to debunk a CX myth, share his experiences at NelsonHall, and discuss where he sees the industry moving towards.

Takeaways:

• There is no final CX target that you can reach. CX is a constantly evolving process.
• One of the biggest challenges facing the industry today is employee attrition. To many people, a call center does not seem like a “glamorous job”.
• Some of the best technological advancements in the industry are about increasing the employee experience rather than the customer experience.
• Companies should be looking to improve agent effectiveness with the use of technology, rather than offshoring employees.
• An upcoming focus area for CX professionals is large-scale D2C brands with large online marketplaces. These brands need to filter content, ensure information accuracy, and ensure comments and reviews get responded to.
• Companies should focus on enhancing the mental well-being of their agents. A dedicated mental health specialist is a worthwhile investment.
• Employees need to be given the same level of cultural resources regardless if they are in-house or outsourced.

Quote of the Show:

• “The most lasting investment would be in enhancing the employee.” - Ivan Kotzev

Links:

• Twitter: https://twitter.com/IvanK_NH
• LinkedIn: https://www.linkedin.com/in/ivankotzev/
• Website: https://research.nelson-hall.com/

Ways to Tune In:

• Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
• Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
• Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M