Summary:
Adrian Swisco, an advisor and advocate in the service and experience space, interviews Anita Kohli, the CEO and founder of Solid Rock Consulting, in this episode of the Punk CX podcast. Anita is a Women in Tech advocate, workforce management enthusiast, and expert in contact center operations. They discuss the importance of creating organizations that produce better outcomes for both customers and employees. Anita shares her journey from starting in the contact center as a teen mom to becoming a workforce management expert. They also discuss their experiences attending the Zoomtopia event and the insights shared during the panels, including the importance of thinking about CX holistically and the expectations of various customer perspectives. Anita also mentions a Facebook group for contact center agents where she gathers raw and honest feedback about their experiences and challenges.
Key Points:
- Anita Kohli is the CEO and founder of Solid Rock Consulting and an advocate for women in tech and workforce management.
- She started her career in the contact center as a teen mom and self-taught herself the discipline of workforce management.
- Anita is passionate about the customer experience, contact center operations, and workforce management.
- They attended the Zoomtopia event and participated in panels discussing CX from various perspectives.
- The event had a schedule that covered different topics and experiences related to customer and agent engagement.
- Anita highlights the importance of staying close to the agent experience and understanding their needs and challenges.
- She mentions a Facebook group for contact center agents where she gathers insights and feedback on their job satisfaction.
- According to the agents in the Facebook group, the top two concerns are schedule autonomy and knowledge management.
- Agents value the ability to have control over their schedules and have access to the information they need to perform their jobs effectively.
- Anita emphasizes the importance of truly understanding the agent’s perspective to improve the customer experience.
- They also discuss the significance of diversity in industry panels and ensuring the right voices are represented.
- The Zoomtopia event featured all-female panelists who provided valuable insights and perspectives on CX.
Key Statistics:
| Topic | Stat |
|---|---|
| Facebook Group Membership | Thousands of agents |
Key Takeaways:
- Adrian Swisco interviews Anita Kohli, an advocate for women in tech and CEO of Solid Rock Consulting, in this episode of the Punk CX podcast.
- Anita shares her journey from starting as a teen mom in the contact center to becoming an expert in workforce management.
- They discuss their experiences at the Zoomtopia event and the valuable insights shared during the panels.
- Anita mentions a Facebook group for contact center agents where she gathers feedback and insights on job satisfaction.
- According to the agents in the Facebook group, schedule autonomy and knowledge management are the top concerns.
- Anita emphasizes the importance of understanding the agent’s perspective to improve the customer experience.
- The event featured all-female panelists, promoting diversity and different perspectives on CX.
- Stay close to the agent experience to understand their needs and challenges.
- Ensure the right voices are represented in industry panels.
- Empower agents with schedule autonomy and access to the information they need to perform their jobs effectively.
- Consider CX holistically and from various customer perspectives.
- Technology should not be purchased just for the sake of it, but for enabling agents to excel in their roles.
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