In this podcast, Gerry Brown, Chief Customer Rescue Officer at The Customer Lifeguard, and Leigh Hopwood, CEO at the CCMA, delve deeper into the importance of the contact centre and its role in driving customer loyalty and retention. They highlight the pressure on the frontline, the need to close the gap between customer expectations and service delivery, and the effective utilisation of contact centre insights to drive business change. Through their insightful discussion, they emphasise the critical role that the contact centre plays in shaping the customer experience and ultimately, the success of an organisation.