Creating the Ideal Hybrid Customer Happiness Team | WOW24-7

Creating the Ideal Hybrid Customer Happiness Team

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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

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