Author: Kristen Pimpini
Kristen Pimpini
Kristen Pimpini (KP) is Regional Vice President for Australia & New Zealand at Twilio. In his role, Kristen is responsible for driving revenue growth, market momentum and overall business strategy for the region. Kristen has led technology companies across Australia, New Zealand and APAC. Being customer obsessed, Kristen lives and breathes the importance of strategic client relationships.
The last two years have handed many customer-facing organisations multiple curveballs in meeting expectations and providing a great customer experience (CX). But the ongoing misdirected outrage at the contact centre for not having expectations met is unwarranted and frankly outrageous. So I’m calling time out on the undeserved bad reputation of the contact centre, and the ire unleashed on our hard working agents, who have served the daunting front lines as Australian organisations navigated the pandemic. It confounds me to think that something designed to build brand loyalty today incites such dread and apprehension. Now, more than ever, the contact…