CX Gurus

From Check Authorizations to AI ROI — Laura Zegar on 27 Years in CX

Episode Summary

Laura K. Zegar's contact center career started in 1999 approving checks at Equifax — and led to VP roles at Bank of America and her own firm, Quantum CX. She joins Fred to talk AI and automation ROI, omni-channel efficiency, and reducing attrition through a better employee experience.

Episode Notes

Laura K. Zegar is founder of Quantum CX, a customer service and customer experience consulting practice specializing in contact center transformation. Formerly VP of contact center and CX oversight at Bank of America and an Accenture management consultant, Laura got her start in 1999 in Equifax's check-authorization department — and 27 years later she's helping contact centers maximize AI and automation ROI.

In this episode:

• Laura's origin story: from approving checks at Equifax in 1999 to founding Quantum CX
• Maximizing AI and automation investment ROI
• Streamlining omni-channel efficiency
• Reducing agent attrition through a high-quality employee experience
• A 27-year view of what's changed in the contact center — and what hasn't