What do 17 years inside a contact center teach you?
Ali Merchant shares 17 years of running contact center operations, from opening floors to managing KPI pressure, and what it taught him about what works.
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About this session
In this short, Orvera AI Founder and CEO Ali Merchant explains where his view of contact centers comes from. Seventeen years ago he founded AM Infoware, which helps outsourcing companies and enterprises with in-house contact centers set up and scale their operations.
Over those years, he and his team have done the same work contact center leaders do every day: opening offices, setting up floors, hiring, training, managing large teams, and carrying KPI pressure, along with the long nights that cost family time. When Ali talks about what works in a contact center, it comes from living it firsthand. The clip is designed for contact center leaders.
Key takeaways
What comes out of it
17 years of operations. Ali founded AM Infoware to help companies set up and scale contact centers.
The full job. Offices, floors, hiring, training, and KPI pressure.
The personal cost. Long nights on the floor and missed family moments.
Experience shapes the product. Knowing what works comes from living it.
TranscriptRead the full session
Ali Merchant 00:00:00.00 So 17 years ago, I founded a company called AM Infoware. It basically helps outsourcing companies and enterprises with in-house contact centers, set up their operations there and scale it. And whatever you guys do on a regular basis, me and my team, we have done it for these 17 years. Now, whether that be opening up offices, setting up floors, hiring, training, managing large teams, the KPI pressures that come with them. And just like you guys, I have also had those long nights where I've been on calls, you know, on the floor, not being able to reach to a family function or my kids events or a date night.
Ali Merchant 00:00:39.16 And I have been through all of that. So when I say what works and what doesn't work in a contact center, it's because I have lived it firsthand with my team, just like you guys have.
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