Creating the Ideal Hybrid Customer Happiness Team | WOW24-7

Creating the Ideal Hybrid Customer Happiness Team

Reveal Episode

Watch on your favorite platform

Stay in the CX Loop: Never Miss a Beat!


Watch Full Podcast Episode

Episode Summary

Gemma DePalma, COO of Foria, emphasizes the holistic approach to customer happiness. She discusses integrating the happiness team with marketing and operations, empowering them to transform negatives into positives. Gemma highlights active listening and empathy. She also delves into the impact of agent turnover on company growth and challenges the perception of contact centers as cost centers, advocating for viewing them as value centers.

The customer happiness team is a golden nugget that’s overlooked. But if you look at that nugget and make it a whole part of your team, it can impact your business in such a positive way.

Gemma DePalma Chief Operating Officer at Foria Wellness

Become our Speaker

Ready to contribute to the contact center management
conversation? Join 'Contact Center Perspectives' the
top podcast for leaders like you.

    Subscribe for expert CX knowledge!

    Ever wondered where CX leaders learn and excel? Contact Center Perspectives Podcast
    unveils customer care, CX, and support insights.