Gemma DePalma - "Creating the Ideal Hybrid Customer Happiness Team"
Gemma DePalma is the COO of Foria, a company focused on bringing more pleasure to more people through products that address female intimate well-being. With a background in R&D, product development, supply chain, and logistics, Gemma brings a holistic perspective to customer happiness. She joined Foria five years ago as the Director of Supply Chain and now oversees the entire product lifecycle, including customer happiness.
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Contact Centers
call center
customer service outsourcing
customer support outsourcing
customer service BPO
retail BPO
e-commerce BPO
Head of Custor Service Stepstone Deutschland Transforming Contact Centers: From Cost to Value Centers
What’s Inside [0:55] Introduction to Gemma DePalma [26:47] Full Podcast Episode [1:56] Turning Complaints into Connections and Growth Opportunities [2:07] Unlocking Growth: Integrating the Customer's Voice Across Departments [2:03] What is the Ideal Customer Happiness Team? [1:35] Agent Essentials: Empathy, Active Listening, and Solutions [2:16] The Role Of Personalized Recommendations & Support [2:15] Rating: The Importance of the Company Happiness Team [1:36] Empowered Agents: The Transformative Impact of Inclusion [1:44] Agent Turnover: The Critical Impact on Business Success [1:44] Transforming Contact Centers into Value-Driven Sales Opportunities [1:33] Converting Dissatisfied Customers into Loyal Advocates [1:37] Outsourcing Success: Treating Teams as In-House Members [0:52] Continual Contact Center Inclusion Fuels Business Growth [1:07] How to Transform Perceptions from Cost to Value Centers [0:59] Short - Rating: The Importance of the Company Happiness Team [0:36] Short - Continual Contact Center Inclusion Fuels Business Growth [0:38] Short - How to Transform Perceptions from Cost to Value Centers
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Full Episode “The customer happiness team is an overlooked golden nugget. But if you look at that nugget and make it a whole part of your team, it can impact your business in such a positive way.” - GEMMA DEPALMA
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Full Episode: Topics Covered 1. The Importance of a Holistic Approach 2. The Ideal Customer Happiness Team 3. Turning Negative Experiences into Positive Ones 4. The Impact on Business Growth
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(1:56 Video) Turning Complaints into Connections and Growth Opportunities "Majority of customers reach out to complain about something. So, when they’re reaching out to you, how can you turn that unsatisfied customer complaint into an opportunity?” — GEMMA DEPALMA
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(2:07 Video) Unlocking Growth: Integrating the Customer's Voice Across Departments "If we don’t hear what the customer has to say and integrate it into our business, it’s a missed opportunity for us.“ - GEMMA DEPALMA
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(2:03 Video) What is the Ideal Customer Happiness Team? “The hybrid team is great because we can cover more hours, ask more questions, and have faster response times.” — GEMMA DEPALMA
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(1:35 Video) Agent Essentials: Empathy, Active Listening, and Solutions “If we can turn a customer’s experience around, we’ll have lifetime value for the customer.” — GEMMA DEPALMA
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(2:16 Video) The Role Of Personalized Recommendations & Support “An extensive knowledge base is really important for our customer happiness team to have, as it helps them understand the issue that someone is calling us about.” - GEMMA DEPALMA
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(2:15 Video) Rating: The Importance of the Company Happiness Team “I need to act quickly, but I can’t do that if I don’t have the customer information, and I don’t have my head of customer happiness at the table, influencing the decisions that I make for the next time we do a product or marketing launch.” — GEMMA DEPALMA
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(1:36 Video) Empowered Agents: The Transformative Impact of Inclusion “Agents want to be included. You feel like you’re a part of something bigger. You feel empowered because you have firsthand knowledge of what’s happening in the business.” — GEMMA DEPALMA
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(1:44 Video) Agent Turnover: The Critical Impact on Business Success “There are so many other opportunities agents are exploring, including how they interact with customers rather than just answering a question.” — GEMMA DEPALMA
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(1:44 Video) Transforming Contact Centers into Value-Driven Sales Opportunities “Contact Centers are value centers because everyone who contacts us represents an opportunity to turn that customer experience around. So, it’s also a marketing and sales opportunity.” - GEMMA DEPALMA
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(1:33 Video) Converting Dissatisfied Customers into Loyal Advocates “How important is turning that negative experience into a lifelong customer? That is the goal. This is why we’re empowering our customer happiness team to do the refund, replace the product, and also have the support of an escalation process.” — GEMMA DEPALMA
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(1:37 Video) Outsourcing Success: Treating Teams as In-House Members “My concern is always, will they understand the company? Will they understand the mission? They have to understand the product. They have to feel it. They have to touch it. They have to experience it.” — GEMMA DEPALMA
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(0:53 Video) Continual Contact Center Inclusion Fuels Business Growth “There is so much information that you can mine from the customer service team, whether they’re outsourced or not.” — GEMMA DEPALMA
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(1:07 Video) How to Transform Perceptions from Cost to Value Centers “The contact center doesn’t live outside your business if you look at it from a holistic POV. Everything you’ve been doing, from product development to logistics, supply chain, and marketing, is for your customer.” - GEMMA DEPALMA
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(0:59 Video) Short - Rating: The Importance of the Company Happiness Team “For our company, I'm going to say, the customer happiness team, rates upwards of a 10 out of 10 in importance to company growth. And when I say it's important because it's integrated to the rest of the company.” — GEMMA DEPALMA
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(0:36 Video) Short - Continual Contact Center Inclusion Fuels Business Growth “There is so much information that you can mine from the customer service team, whether they’re outsourced or not.” — GEMMA DEPALMA
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(0:38 Video) Short - How to Transform Perceptions from Cost to Value Centers “The contact center doesn’t live outside your business if you look at it from a holistic POV. Everything you’ve been doing, from product development to logistics, supply chain, and marketing, is for your customer.” — GEMMA DEPALMA
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