Clare Muscutt talks with Lauretta Campestre about empowering agents through conversation analytics

“As a woman, I didn't behave, act, or talk like my male counterparts. Oftentimes, I was the note taker, or the one coordinating beverages, but the silver lining… I was in the room, I was hearing the conversations, and she who controls the pen controls the actions.”

 

In episode #605 of the Inspiring Women in CX podcast, Clare Muscutt talks to Lauretta Campestre, Associate Vice President, Success Strategy at CallMiner, about…

 

📞 Her career journey so far, starting out on the frontline at a debt collection agency, quickly realising her skill and desire to help others, and working her way up to Client Success

 

👩‍💻 Making the move from contact centres to software and tech and how she leaned upon her own resourcefulness and resilience during the transition

 

📊 Connecting the dots between conversations that happen in the contact centre and how CX professionals can leverage this data to inform their CX strategy

 

🏫 Dropping out of school, entering the workplace at 17 and how her gender and inexperience shaped peoples’ perception of her

 

👭 How women are shaping the future of CX and Tech through diverse collaboration and the role that women’s communities play in this

 

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