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Chris Small - VP, Contact Center Operations

As VP of Contact Center Operations, Chris and his team focus their relentless attention on empowering our contact centers with the right tools, knowledge and training to deliver high impact experiences for our clients and their customers. Chris has spent over two decades at Agero holding various leadership positions in our product, network, and data and analysis teams improving stakeholder relationships through innovation and process improvement. Out of the office you'll find Chris playing with his three boys, directing the town high school marching band drumline or local little league team and wearing out his running shoes.

August 20, 2024 | 3 min read

Don't Lose the Tempo: How Agero keeps customers on the move

Chris Small - VP, Contact Center Operations

Have you ever thought about what playing in a band has to do with helping drivers on the road? As Agero’s VP of Driver Services Operations, who also has a passion for drumming, these are two topics that I think about often. Believe it or not, there's a surprising connection!   Read Full Story
Roadside, Contact Centers, Accident Management, Customer Experience

July 19, 2022 | 5 min read

REINVENTING THE MODERN CALL CENTER

Chris Small - VP, Contact Center Operations

The terms “call center” and “contact center,” and even “customer support,” often evoke the same image for many people: a sea of cubicles with antiquated phones armed by agents heads down with script manuals in hand. This is, of course, the picture we have always been shown on...   Read Full Story

May 10, 2022 | 4 min read

Preparing for Summer Travel with innovation & optimization

Chris Small - VP, Contact Center Operations

When it comes to car travel, summer is always busy and this summer is expected to follow suit. As we well know, when travel increases, so do flat tires, dead batteries, fender benders and everything in between. With 150 million people counting on us for vehicle support, we know...   Read Full Story
Roadside, Customer Experience, Product Spotlight

January 15, 2021 | 3 min read

Product Feature: Client API

Chris Small - VP, Contact Center Operations

Consumer preference for self-service roadside assistance requests continues expanding rapidly. We've been welcoming this sea change with the continued introduction and enhancement of an array of new digital intake options, across phone, web and smartphone app, and voice...   Read Full Story
Digital Adoption, Product Spotlight

March 2, 2020 | 2 min read

Consumer Feedback: There's a Survey for That

Chris Small - VP, Contact Center Operations

We recognize the impact that roadside can have on consumerbrand perception and loyalty, so it is critical to maintain a tight feedback loop on the consumer experience. While the data about an event certainly tells part of the story, the most powerful tool we can use is the...   Read Full Story
Customer Experience

June 10, 2019 | 1 min read

Roadside by the Numbers

Chris Small - VP, Contact Center Operations

Agero has been providing roadside assistance across the country for more than 45 years. We are proud of our scope and scale. We have the reach and resources to partner with leading insurers and automotive brands to help consumers with their roadside needs. Don't just take our...   Read Full Story
Roadside, Economics

May 21, 2019 | 2 min read

Don't Ruin Your First Summer Road Trip - Vehicle Safety Tips for Memorial Day Driving

Chris Small - VP, Contact Center Operations

With the season of road trips upon us as we head into the Memorial Day holiday - an increasingly busy road travel weekend - millions of Americans will be packing up their bags, their kids and their cars to head out on their first hurrah of the season. But driver beware:...   Read Full Story
Customer Experience

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