TruStage Vice President of Customer Care Abbie Rodriguez stopped by the Studio Lounge at CUNA Mutual Group's Madison, WI, headquarters to discuss the evolution of today's customer care within contact centers based on consumers' rapidly changing behaviors and preferences.
Here's some of what we discussed:
How has technology transformed the way consumers interact, and influenced service expectations?
When organizations talk about improving their call center performance, people have a tendency to focus on external interactions with consumers. But you point out that change has to start from within. Why is that?
What’s the most valuable trait a contact center representative should possess?
You’ve talked about the importance of the employee experience. What steps have you taken to foster even greater engagement and take your interactions with customers to another level?
Check it out and let us know your thoughts.
Mike Lawson, Host
Married to a beautiful and wonderful wife, raising 5 kiddos (including twins!), enjoy helping others tell their stories, and love surfing SoCal waves. Keep it simple.