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