CX Files Michael Aronowitz - VXI - The Reality Of Creating A Profit Center With Your CX Team
Michael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida.
Mark Hillary called Michael to discuss the importance of turning contact centers from cost centers to profit centers, emphasizing the need for revenue generation through customer interactions.
Michael highlights VXI's success in winning three Stevie awards for retention, win-back, upsell, and cross-sell. Michael stresses the significance of the human touch in customer interactions, leveraging AI for training and recruitment, and the importance of blending sales and service roles.
He argues that companies should focus on driving revenue per interaction and maintaining customer loyalty through personalized service.
Many business journals talk about turning the contact center into a profit center, but in this conversation Michael gives his thoughts on how to really make it happen...