From Support Function to Growth Driver: Strategic Planning for Contact Centers | Episode 59
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From Support Function to Growth Driver: Strategic Planning for Contact Centers | Episode 59
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Mazen Moustafa, Director of Customer Service at Reliance Health, Egypt, shares two decades of cross-market customer operations and customer experience leadership. He introduces Then AI Happens, outlining practical AI use cases and workflows. Mazen also spotlights his security-awareness game Mission I.H.I., teaching youth to protect personal data. He closes with a personal note on travel and lifelong learning.
“To change the contact center perspective from being just a support function to a growth driver, traditional metrics are not enough. You need to connect and build your own KPIs in a way that directly relates to revenue generation or cost savings with actual numbers. Not intuition, not aspiration, but actual figures.” – Mazen Moustafa
Mazen highlights how contact centers become growth drivers by tying KPIs to revenue and cost outcomes, not just efficiency. He recommends mapped processes, unified data, and a living knowledge base before scaling AI. He also emphasizes empowerment and strategic planning that earns executive trust and investment.