Darcy Perry - "Where Contact Centers Are Still Missing the Mark"
Darcy Perry, Customer Experience Manager at Franke Group, shares her journey from early customer service roles to managing contact centers, highlighting lessons learned from healthcare and emergency services. She emphasizes the pivotal role of contact centers in business success, addressing challenges like turnover and employee engagement with empathy-driven strategies. She advocates for balanced AI adoption to enhance efficiency while preserving human connection.
WOW-24-7
Contact Centers
What’s Inside [1:03] Introduction to Darcy Perry [24:51] Full Podcast Episode [1:26] 1-10 Rating: Importance of Contact Centers to Overall Company Success [2:26] Contact Center Challenges: Building Trust and Skills in Entry-Level Roles [1:36] Importance of Prioritization and Follow-Up in Contact Centers [4:17] Creating a Supportive Culture for Entry-Level Employees [2:05] Empowering Soft Skills Through Effective Feedback Loop [1:39] Mastering Active Listening, Empathy, and Emotional Intelligence in Customer Service [2:43] Balancing AI and Human Touch in Contact Centers [1:40] Navigating the Guardrails and Benefits of AI in Contact Centers [1:32] Preventing Employee Burnout Through Effective Time Management [1:02] Valuing Employee Growth Through Diverse Career Experiences [0:47] Empowering Call Center Teams to Drive Company Growth [0:59] Short - Creating a Supportive Culture for Entry-Level Employees [0:59] Short - Mastering Active Listening, Empathy, and Emotional Intelligence in Customer Service
Full Episode
Full Episode: Topics Covered The Critical Role of Contact Centers in Business Success Navigating Challenges in Contact Centers The Impact of AI on Contact Centers
(1:26 Video) 1-10 Rating: Importance of Contact Centers to Overall Company Success
(2:26 Video) Contact Center Challenges: Building Trust and Skills in Entry-Level Roles
(1:36 Video) Importance of Prioritization and Follow-Up in Contact Centers
(4:17 Video) Creating a Supportive Culture for Entry-Level Employees
(2:05 Video) Empowering Soft Skills Through Effective Feedback Loop
(1:39 Video) Mastering Active Listening, Empathy, and Emotional Intelligence in Customer Service
(2:43 Video) Balancing AI and Human Touch in Contact Centers
(1:40 Video) Navigating the Guardrails and Benefits of AI in Contact Centers
(1:32 Video) Preventing Employee Burnout Through Effective Time Management
(1:02 Video) Valuing Employee Growth Through Diverse Career Experiences
(0:47 Video) Empowering Call Center Teams to Drive Company Growth
YOUTUBE SHORT: Creating a Supportive Culture for Entry-Level Employees
YOUTUBE SHORT: Mastering Active Listening, Empathy, and Emotional Intelligence in Customer Service
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