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


 


For more information on joining the world’s first online
community for women in Customer Experience, head over to
www.womenincx.community/membership