S1 Ep11 Quality Perks with Vicki Herrell, QATC's Exec Director - Aug 25, 2022

08/25/22 • 25 min

Quality Perks - Call Center & Coffee Chats

Quality Perks Live event where we chat about #Coffee and Call Centers. In episode 11, we’ll be chatting with Vicki Herrell, #QATC‘s (Quality Assurance & Training Connection) Executive Director about contact center employee development.

We are looking forward to your questions and insights! #QA #QATC #employeedevelopment #contactcenter #CSAT #employeesatisfaction https://qatc.org/

TAKEAWAYS...

Increase Company & Employee engagement by having multiple touch points each day, as often as possible. Working in a virtual environment, have your cameras on for more engagement. Rewards / Recognition on an individual basis is more important now. Find out what motivates the individual. #donuts #wine #coffee #callcenterlife #employeesatisfaction #recognition #corporateculture #quietquitting #boomerangemployees #virtualengagement #musclemilk #caffeinefree

Neal’s Coffee: https://www.midwaycafecoffeebar.com/

Karyn’s Coffee: https://www.youtube.com/c/SFBCoffee

Vicki’s Morning Drink: https://www.musclemilk.com/

Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!

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We are looking forward to your questions and insights! #QA #QATC #employeedevelopment #contactcenter #CSAT #employeesatisfaction https://qatc.org/

TAKEAWAYS...

Neal’s Coffee: https://www.midwaycafecoffeebar.com/

Karyn’s Coffee: https://www.youtube.com/c/SFBCoffee

Vicki’s Morning Drink: https://www.musclemilk.com/

Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!

Previous Episode

S1 Ep10 Quality Perks Coffee & Quality Chat with Gregg Stone June 10, 2022

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Summary
In this episode of "Quality Perks Coffee & Quality Chat," Karyn Dupree, Quality Solutions Director at BPA Quality, and Neal Eggers, VP of Managed QA Services at BPA Quality discuss the engagement capacity gap with guest Gregg Stone from Verint. They explore challenges in customer interactions, employee retention, and leveraging technology for a superior customer experience.
Highlights
☕ Greg Stone, Account Executive at Verint, emphasizes the importance of brand loyalty as a key differentiator in today's market.
☕ The engagement capacity gap is defined as the challenge of managing the exponentially growing interactions, especially in the digital age.
☕ Employee retention is crucial, and flexibility in scheduling is identified as a key factor, allowing agents to build their own schedules.
☕ Leveraging AI and automation in workforce management helps streamline processes, reduce costs, and maintain a competitive edge.
☕ Customers now expect brands to be present on various communication channels and demand consistency in service across those channels.
☕ Insights from digital behavior analysis, post-interaction analysis, and survey data are essential for operational changes to enhance customer satisfaction.
☕ The engagement capacity gap narrows for organizations that understand and implement streamlined, predictive, and personalized customer experiences.

Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!

Next Episode

S1 Ep12 Quality Perks with Lisa Diehl, SOCAP Director & Freshpet Director of Consumer Care - Aug 31, 2022

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Quality Perks Live event where we chat about #Coffee and Call Centers. In episode 12, we’ll be chatting with Lisa Diehl, SOCAP Director & Freshpet Director of Consumer Care about contact center networking and how it is important in adding the human element to vendor relationships.

*Lisa Diehl Bio*
Freshpet
Director, Consumer Care
Secaucus, NJ
Lisa defines strategies and solutions that improve the experience of Freshpet’s Pet Parents. She has a keen focus on the enhancement of operational effectiveness and is very committed to a high-octane, fun, and collaborative work environment that focuses on engaging and motivating her teams. Within Freshpet, Lisa is also a member of Freshpet’s Crises Management Team.

Lisa has over 35 years of experience in Consumer Affairs and has held a variety of managerial positions. Originally from Chicago, Lisa now resides in California but commutes regularly to Freshpet’s offices in New Jersey and Pennsylvania.

Lisa has been a member of SOCAP for 11 years. She is currently serving on the Board of Directors for SOCAP, International, where she is now the Immediate Past Chair, after serving as the Chairman of the Board for 3 terms.

LinkedIn URL: https://www.linkedin.com/in/lisadiehl/
Twitter URL: https://twitter.com/LisaMarie11165
Facebook URL: https://www.facebook.com/Lisalis165

We are looking forward to your questions and insights!

TAKEAWAYS:

SOCAP in Indy September 11 – 14, 2022 A Learning Symposium for CX Professionals — Meet Lisa & Neal in Indianapolis

Lisa’s networking connections through SOCAP and her success at Orbitz, Blue Diamond Growers & Freshpet

What SOCAP means: Society of Consumer Affairs Professionals

Lisa explained how she is able to bring her relationships and professional links with vendors (trusted partners) wherever she has gone in her career. As a SOCAP member, she has access to leaders across the industry to benchmark and captures the best ways to elevate customer care.

Listen to find out what we are drinking, hear Lisa’s cheerleader, and gather insights on the Voice of the Consumer.

#QA #SOCAP #Freshpet #contactcenter #CSAT #businessinsights #businesssolutions

Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at [email protected].
As always, Have a Quality Day!