Madelene Motin - "Delivering Results: Becoming the Highest Voice of Authority"
Madelene Motin, Head of Customer Service at STRONGER, shares her extensive experience in customer service. She explains how customer service can evolve from a cost center to a growth driver. She shares examples of leveraging customer feedback, proactive strategies, and cross-department collaboration. She also highlights transforming customer service into a strategic asset by focusing on satisfaction, revenue growth, and employee empowerment.
WOW-24-7
Contact Centers
call center
customer service outsourcing
customer support outsourcing
customer service BPO
retail BPO
e-commerce BPO
Customer Value
SaaS Customer Experience
Head of Custor Service Stepstone Deutschland Transforming Contact Centers: From Cost to Value Centers
What’s Inside [0:44] Introduction to Madelene Motin [22:36] Full Podcast Episode [2:10] Importance of Customer Feedback in Boosting Sales Development [1:12] Optimizing Search Visibility: Boosting E-commerce Sales and Engagement [2:17] Breaking Down Silos: Contact Center as Sales Consultant [3:18] Strategic Collaboration: Building Trust for Enhanced Customer Sales [2:43] Optimizing Support Channels Decreases Customer Support Ticket Volume [1:57] Trustpilot Success: Strategies for Boosting Customer Satisfaction [1:26] Prioritizing Customer Satisfaction Over Operational Metrics [1:22] Building Happy Teams: The Impact of Agent Satisfaction [2:06] 1-10 Rating: Importance of Agent Turnover to Company’s Growth [0:54] Short - Breaking Down Silos: Contact Center as Sales Consultant [0:44] Short - Strategic Collaboration: Building Trust for Enhanced Customer Sales
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Full Episode “Customer service is the heart of a company, and all companies must know that customer service is the one sitting on the gold because we know what the customer wants.” - MADELENE MOTIN
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Full Episode: Topics Covered 1. Building Trust and Collaboration 2. Maximizing Self-Service and Enhancing Customer Experience 3. Empowering Agents and Prioritizing Customer Satisfaction
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(2:10 Video) Importance of Customer Feedback in Boosting Sales Development "We talk with people from other departments about the feedback that we’ve got and what actions we should take and this helps us optimize the system to make customer search easier.” — MADELENE MOTIN
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(1:12 Video) Optimizing Search Visibility: Boosting E-commerce Sales and Engagement "Ranking higher on Google when customers search increases sales because customers find us first instead of competitors.” - MADELENE MOTIN
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(1:17 Video) Breaking Down Silos: Contact Center as Sales Consultant “You need to open up, listen in and share knowledge because that is the best way to build up the company.” — MADELENE MOTIN
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(3:18 Video) Strategic Collaboration: Building Trust for Enhanced Customer Sales “Customer service should work towards giving advice about the products because that increases sales, and when you talk to people in the company about this, everyone wants to hear it.” — MADELENE MOTIN
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(2:43 Video) Optimizing Support Channels Decreases Customer Support Ticket Volume “We’ve improved our FAQ. As much as possible, we want the customer to self-serve themselves with typical customer service questions. Just in one month, we could see a 10% decrease in ticket volume for most asked questions.” - MADELENE MOTIN
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(1:57 Video) Trustpilot Success: Strategies for Boosting Customer Satisfaction “I believe it's crucial for a customer service team, even when faced with a heavy workload and stress, to maintain 100% focus when interacting with customers, as this builds trust and leads to happier customers.” — MADELENE MOTIN
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(1:26 Video) Prioritizing Customer Satisfaction Over Operational Metrics “Even if you work a little longer on one ticket or a little longer with one customer, the result is a happier customer, and that should be the focus.” — MADELENE MOTIN
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(1:22 Video) Building Happy Teams: The Impact of Agent Satisfaction “I want to build a team that believes customer service can be happy and fun because working this way results in happy returning customers, which greatly boosts morale and strengthens the team.” — MADELENE MOTIN
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(2:06 Video) 1-10 Rating: Importance of Agent Turnover to Company’s Growth “I think it’s super important that people are responsible for a customer service team and also let their agents speak out themselves to people in the company.” — MADELENE MOTIN
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(0:44 Video) Short - Breaking Down Silos: Contact Center as Sales Consultant “You need to open up, listen in, and share knowledge because that is the best way to build up the company.” - MADELENE MOTIN
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(0:54 Video) Short - Strategic Collaboration: Building Trust for Enhanced Customer Sales “Customer service should work towards giving advice about the products because that increases sales, and when you talk to people in the company about this, everyone wants to hear it.” — MADELENE MOTIN
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