Candace Wallace - "CCOs: Why Advocate for Downward CSAT Trends"
Candace Wallace, the Chief Customer Officer at Relias, discusses the importance of advocating for downward customer satisfaction (CSAT) trends and other key metrics in key customer interactions. Candace emphasizes scaling with self-service and technology, personalized experiences, and understanding customer behavior. She stresses the impact of focusing on complex cases and enhancing the digital experience on satisfaction and business outcomes. Additionally, Candace highlights the role of agent satisfaction and company culture in delivering exceptional experiences and reducing turnover.
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Contact Centers
Head of Custor Service Stepstone Deutschland Transforming Contact Centers: From Cost to Value Centers
What’s Inside [0:51] Introduction to Candace Wallace [26:06] Full Podcast Episode [4:05] Essential Strategies for Contact Center Growth [2:21] Rethinking KPI Standards: A Necessary Shift? [2:49] Real-time Data Drives Self-Service Success and Revenue [3:22] Balancing Tech & Human Touch in Customer Service [1:59] Agent Satisfaction: A Key to Customer Experience Success [4:59] Balancing Agent Satisfaction, Culture, & Turnover Dynamics [3:24] Adapting to Customer Needs: A Digital Age Success Blueprint [0:57] Short - Rethinking KPI Standards: A Necessary Shift? [0:59] Short - Real-time Data Drives Self-Service Success and Revenue
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Full Episode “Your average spend may go up when you consider per agent because the reality is that when you remove the low-complexity items, all that’s left is highly complex, which means you probably need more complex skill sets and competencies than you’ve had before.” -CANDACE WALLACE
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Full Episode: Topics Covered 1. Meeting Customer Needs in a Digital World 2. The Impact on Metrics: Downward Trends in CSAT and Average Handle Time 3. The Role of Live Agents in a Digital World 4. The Importance of Agent Satisfaction and Company Culture 5. Constantly Evolving to Meet Changing Needs
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(4:05 Video) Essential Strategies for Contact Center Growth "One of the most important things for scale for a contact center is really self- service and leveraging different technologies to really help meet your customers where they are, giving them insights and information real- time when they need it, in the channel that they want.” —CANDACE WALLACE
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(2:21 Video) Rethinking KPI Standards: A Necessary Shift? "For items outside of our self-service channels, we can expect that the satisfaction average is actually going to go down.“ -CANDACE WALLACE
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(2:49 Video) Real-time Data Drives Self- Service Success and Revenue “If we can create a highly valuable digital experience for these customers, not only would it drive down some of those costs because we are handling some of that self-service, but we could see those results in the longer-term view.” —CANDACE WALLACE
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(3:22 Video) Balancing Tech & Human Touch in Customer Service “There’s always this importance of needing someone to be there to engage because we’re humans, and we like engaging with other humans, but we also like to man the technology.” —CANDACE WALLACE
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(1:59 Video) Agent Satisfaction: A Key to Customer Experience Success “If your team members aren’t happy and feel like they’re growing, it’s going to be hard for them to deliver an exceptional customer experience and to grow with you the way you need them to grow.” -CANDACE WALLACE
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(4:59 Video) Balancing Agent Satisfaction, Culture, & Turnover Dynamics “If employee culture is not part of what you consider a key responsibility, you won’t drive an engaged workforce.” —CANDACE WALLACE
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(3:24 Video) Adapting to Customer Needs: A Digital Age Success Blueprint “I think the reality is it that you’re meeting your customer base where they want you to be. And that’s what’s important in a highly digital world.” —CANDACE WALLACE
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(0:57 Video) Rethinking KPI Standards: A Necessary Shift? "The more complex interactions were the ones that had lower CSAT scores.“ —CANDACE WALLACE
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(0:59 Video) Real-time Data Drives Self- Service Success and Revenue “If we can create a highly valuable digital experience for these customers, not only would it drive down some of those costs because we are handling some of that self-service, but we could see those results in the longer-term view.” —CANDACE WALLACE
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