Anne-Sophie Engert - “Why Your Board Should Invest in Your Contact Center”
Anne-Sophie Engert, Head of Customer Care and Conversion at Sonova, stresses why boards should invest in contact centers by showcasing their potential to drive profits through superior customer experience. She explains that metrics such as CSAT, NPS, and repeat purchase rates measure success and demonstrate the financial return on investing in customer care. She also advises aligning agent traits with customer profiles to boost empathy and service quality.
WOW-24-7
Contact Centers
What’s Inside [1:42] Introduction to Anne-Sophie Engert [38:26] Full Podcast Episode [2:26] Investing in Contact Centers for Greater Business Returns [8:12] Maximizing Revenue Through Strategic Contact Center Engagement [3:24] Customer Care as Key to Sustainable Business Differentiator [2:35] Balancing Departmental Resources for Company’s Sustainable Growth [5:36] Enhancing Customer Service by Aligning Agent Experience with Client Needs [5:36] Enhancing Agent Careers Through Continuous Learning and Development [3:45] Strategic Benefits of Partnering with BPO Providers [0:53] Investing in Customer Service for Ultimate Business Success [0:59] Short – Maximizing Revenue Through Strategic Contact Center Engagement [0:56] Short - Strategic Benefits of Partnering with BPO Providers
Full Episode x "Customer service is dealing with the most valuable asset of a company—its customers. Investing in this department is essential to gather the most valuable feedback directly from those interacting with your brand.“ -ANNE-SOPHIE ENGERT
Full Episode: Topics Covered 1. Enhanced ROI Through Better Customer Experience 2. Aligning Agents with Customer Profiles 3. Building Career Paths for Contact Center Agents
(2:26 Video) Investing in Contact Centers for Greater Business Returns “Customer service and experience departments often receive less investment because their impact is not as clear or measurable as that of a marketing department. It’s challenging to measure how much worth is a happy customer for you.” -ANNE-SOPHIE ENGERT
(8:12 Video) Maximizing Revenue Through Strategic Contact Center Engagement "It’s extra important to engage, go the extra mile, and deliver above and beyond what is expected because you want customers to return and generate more purchases and revenue for the company.“ —ANNE-SOPHIE ENGERT
(3:24 Video) Customer Care as Key to Sustainable Business Differentiator “Loyal customers who feel valued and recommend you to others are invaluable. This type of referral that comes from great customer care is something that cannot be replicated with any marketing spend.” —ANNE-SOPHIE ENGERT
(2:35 Video) Balancing Departmental Resources for Company’s Sustainable Growth “It’s wrong not to invest in customer service departments because every department has its meaning and importance to the business. If you are not addressing the customer and do not have a unique product or service to offer, your customers are most likely to go elsewhere and make their purchases there.” -ANNE-SOPHIE ENGERT
(5:36 Video) Enhancing Customer Service by Aligning Agent Experience with Client Needs “You can only train agents to a certain level. When you bring in agents who closely relate to the experiences of your target group, audience, or customers, you can offer an empathy that cannot be bought.” -ANNE-SOPHIE ENGERT
(5:36 Video) Enhancing Agent Careers Through Continuous Learning and Development “You need to keep your agents motivated by creating a positive environment where they can personalize their workspace, be themselves, have fun, and enjoy a pleasant atmosphere. Ensure there is a clear path for learning and development. These are the areas where you should invest.” -ANNE-SOPHIE ENGERT
(3:45 Video) Strategic Benefits of Partnering with BPO Providers “Bringing in a partner can be a strategic decision to gain flexibility and growth opportunities, and it often returns to cost considerations. Outsourcing is usually and, additionally, for a 24/7 environment, outsourcing can offer flexibility with service hours. In such cases, partnering with an outsourcing firm can be a sensible choice.” —ANNE-SOPHIE ENGERT
(0:53 Video) Investing in Customer Service for Ultimate Business Success “If you invest in customer service, you get so much out and back to your customer that it makes the whole difference for a successful company.” —ANNE-SOPHIE ENGERT
(0:59 Video) Maximizing Revenue Through Strategic Contact Center Engagement "It’s extra important to engage, go the extra mile, and deliver above and beyond what is expected because you want customers to return and generate more purchases and revenue for the company.“ -ANNE-SOPHIE ENGERT
(0:54 Video) Enhancing Agent Careers Through Continuous Learning and Development “Bringing in a partner can be a strategic decision to gain flexibility and growth opportunities, and it often returns to cost considerations. Outsourcing is usually and, additionally, for a 24/7 environment, outsourcing can offer flexibility with service hours. In such cases, partnering with an outsourcing firm can be a sensible choice.” —ANNE-SOPHIE ENGERT
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