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Field Dispatch

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

From Check Authorizations to AI ROI — Laura Zegar on 27 Years in CX
CX Gurus
0:00 1:05:37
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Briefing 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

Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

Featured Guests

Laura Zegar

Laura Zegar

Guest

Fred Stacey

Fred Stacey

Host

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Key Takeaways

  • Laura Zegar founded Quantum CX after 27 years in customer service, starting at Equifax's check-authorization department in 1999 and serving as VP of contact center and CX oversight at Bank of America.
  • Quantum CX specializes in contact center transformation, focusing on maximizing AI and automation ROI while improving omni-channel efficiency.
  • Reducing agent attrition is addressed through improving employee experience quality in contact centers.

Frequently Asked Questions

What is Quantum CX?

A customer service and customer experience consulting practice specializing in contact center transformation, founded by Laura K. Zegar.

What was Laura Zegar's first role in customer service?

She started in 1999 in Equifax's check-authorization department.

What companies has Laura Zegar worked for?

Equifax, Accenture (as a management consultant), and Bank of America (as VP of contact center and CX oversight).

What are the main focus areas of Quantum CX?

Maximizing AI and automation investment ROI, streamlining omni-channel efficiency, and reducing agent attrition through improved employee experience.