Designing the contact center as a profit center
Brand voice, AI, and creative leadership on the frontline
07/21/2025
The days when contact centers were an afterthought are long gone. Today, contact centers are profit centers, if they are designed correctly.
Ebrahim Hyder, vice president of customer care at Michael Kors and a CX Network Top 30 Contact Center Leader, transformed the luxury fashion brand’s contact center into a revenue-generating operation that mirrors both the energy and identity of the retail store. From recreating the in-store vibe, to embedding a store manager in the call center to upskill agents on brand voice, every decision was made to elevate both customer and agent experience.
Watch this recording on demand to learn:
- How to elevate outsourced support while preserving brand integrity.
- How leadership presence shapes performance and culture.
- How to implement AI in the contact center with real business outcomes.
