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Gwen Oglesby shares some insights on Customer Experience in Contact Centers based on her extensive experience and recent book Call Center: A Focus on Customer Service. Contact Centers are a crucial component of any customer experience that too often are driven by cost savings as opposed to delivering great experiences.

The Customer Experience (CX) Guru with Eric Michrowski

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Gwendolyn Foster Oglesby has more than fifteen years of experience managing the call center teams of various Fortune 500 companies. It was during this time that she realized her passion for customer service and began to cultivate her platform for customer service awareness.

About the book: Call Center: A Focus on Customer Service

The intent of this book is to create dialogue and spark self-awareness within all parties on how their individual actions impact others. It’s a straight, real-talk book that gives insight on call center dynamics and the practical steps a call center employee must take to succeed on the job. This book will also delve into the obligations of our employers as well as the sometimes unreasonable expectations from our customers—all of which affect the state of customer service. I envision this as an “edutainment” book where employees can receive practical guidance on maintaining a successful career in the workplace in addition to getting a glimpse of the shenanigans some employees will attempt to avoid handling their core responsibilities. It’s a learn and laugh, easy-read book.