ChargePoint's Matthew Medina on realizing the contact center model was backwards
Matthew Medina ran a multi-site contact center operation and realized the entire model was backwards. The team was answering contacts efficiently, but actual customer questions were escaping unresolved. Flipping to a knowledge management approach cut contacts in half and sent CSAT through the roof.
Matthew, Director of Customer Success at ChargePoint, tells Rob how he built CX organizations from scratch, drove nine figures in expansion revenue without a sales quota, and why he dedicates team meetings to hands-on AI experimentation.
Topics discussed:
Why process mapping must come before your…
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