Observed Signal · Mar 13, 2025 · Podcast Episode · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
From Headset to C-Suite: Miranda Collard on CX Leadership
In this CX Decoded podcast episode, CMSWire Editor-in-Chief Dom Nicastro interviews Miranda Collard, Global Chief Client Officer at Teleperformance (TP), about her 30-year journey from frontline agent to C-suite leader. Collard discusses how frontline experience shapes leadership, emphasizes that AI's real impact in contact centers occurs behind the scenes through efficiency gains, and highlights the importance of scaling emotional intelligence (EQ) as a CX differentiator. She shares that TP has trained 60,000 to 80,000 employees in EQ, and discusses empowering agents through insight gathering and turning insights into action in 2025. The conversation explores practical strategies for blending technology, empathy, and execution to improve customer and agent retention.
Interview with a major CX industry leader about AI and emotional intelligence in contact centers; provides strategic insights but is not a breaking industry event.
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Key Takeaways & Evidence Grounding
- Miranda Collard is Global Chief Client Officer at Teleperformance (TP) with over 30 years in the contact center industry.
- TP has trained 60,000 to 80,000 people in its emotional intelligence program.
- Collard stated that AI's most impactful uses in contact centers are backend efficiency gains, not just front-end chatbots.
- Frontline agents may need to log into up to 16 different systems, indicating tool fragmentation.
- The podcast episode was published on March 13, 2025, by CMSWire.
Ontology Mapping & Concepts
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