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S1 Ep 5 Quality Perks - Coffee & Quality Chat with Stephanie Taylor March 29, 2022
Manage episode 396183193 series 3550403
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Summary
In this episode titled "Quality Perks - Coffee & Quality Chat Episode 5 - 3.29.22," the hosts discuss various topics, including their coffee choices, personal experiences, and transitions into the realm of contact center quality monitoring. Stephanie Taylor, a guest on the show, shares insights into her extensive experience in the industry, emphasizing the importance of continually updating and adapting quality programs to meet evolving customer expectations.
Highlights
β The hosts share their coffee choices and engage in a casual conversation about coffee preferences.
π Birthday celebrations for the hosts' daughters add a personal touch to the episode.
π Stephanie Taylor highlights the need for companies to regularly update and evolve their quality programs based on changing customer expectations and technological advancements.
πΌ The hosts draw parallels between their early experiences in the hospitality industry and the customer-centric approach in contact centers.
π Stephanie stresses the importance of viewing quality programs not just as a cost but as a tool that can drive positive changes, save costs, and enhance the overall customer experience.
π The discussion touches on the potential pitfalls of relying solely on advanced technology without understanding how to interpret and apply the data it generates.
π‘ Stephanie encourages companies to move beyond a checklist mentality and actively seek insights from their quality programs to drive meaningful improvements in customer interactions.
Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at marketing@bpaquality.com.
As always, Have a Quality Day!
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