CX Decoded Podcast
July 15, 2026
SEASON 5, EPISODE 10
Brinks Home chief customer officer Veronica Moturi joins CX Decoded host Dom Nicastro to explain how a security and home automation company rebuilt its call center from the ground up. Moturi started as a customer service agent in 2012 and rose through retention and escalations before taking the CCO role. She breaks down why average handle time isn't a KPI, how issue resolution and first call resolution drive a 55 net promoter score, and how AI tools and a remote workforce cut agent turnover from 150% to 22%.
Inside Our Conversation
Veronica Moturi's title is chief customer officer at Brinks Home, but her résumé started on the escalation line. She joined the security and home automation company in 2012 as a call center agent, then moved into managing customer complaints, retention and eventually the entire call center before stepping into the CCO role.
On CX Decoded, Moturi tells Dom Nicastro why average handle time isn't a KPI at Brinks Home. "AHT is not a KPI of mine," she said, pointing instead to issue resolution and first call resolution as the metrics that drive agent coaching and, ultimately, a net promoter score that's climbed from negative to 55.
Moturi also details the operational changes behind an 80-plus percent drop in call center turnover, from 150% to 22%: a universal agent model, career pathing for frontline staff, and consolidating agent tools from 12 systems down to two. She closes with where she wants Brinks Home's CX to go next — a 90 net promoter score that puts the company in the company of Apple and Tesla.
Wanna watch this show in video form? Head over to our CMSWire TV Beyond the Call version.