Marco Ndrecaj | Culture, Technology & CX Excellence
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Marco Ndrecaj | Culture, Technology & CX Excellence
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Summary
In this episode of The IRIS Pod, IRIS COO Tom sits down with Marco Ndrecaj, Director of Customer Experience at SSCL—a multi-award-winning public sector provider with a five-star CCMA accreditation. Marco shares insights on how SSCL has achieved industry-leading staff retention by fostering a strong culture, clear purpose, and leveraging innovative technology.
He also discusses why voice channels remain essential for complex, emotional customer queries, even as AI gains traction. With a 93% first contact resolution rate, Marco highlights how SSCL balances compliance with authenticity and embraces individual differences to enhance both advisor efficiency and customer satisfaction. An inspiring conversation on elevating customer experience and building a thriving workplace! 🚀
#CustomerExperience #CX #Culture #Technology #TheIRISPod #noisecancellation #ai