Q&A: Valvoline On Maintaining Customer Centricity Amid Growth

This is a two-part podcast featuring Nino Pozgaj of Monet Software and Shawn Castle of Valvoline.

We begin with Pozgaj, who reveals how to make technology an asset — rather than a roadblock — in improving agent performance and increasing customer centricity.

We then reconnect with Castle.

Last year, Valvoline won the CCW Excellence Award for best-in-class small contact center.

This year, the popular company graduated to the medium-sized category — and placed as a finalist.

In this new discussion, Castle details how his organization maintained its commitment to customer centricity (and a great agent experience) amid its growth.  He reveals the benefits and challenges of becoming bigger.

Listen below.