S1 Ep8 Quality Perks - Coffee & Quality Chat with Yvette Renda April 22, 2022

Quality Perks - Call Center & Coffee Chats

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Summary
In this episode of "Quality Perks - Coffee & Quality Chat," Yvette Renda, the Director of People Development at BPA Quality, discusses the importance of the human element in contact centers. The conversation covers topics such as coffee preferences, the negative impact of scripted interactions, and the need for effective coaching to connect with customers on a personal level.
Highlights
☕ Yvette Renda, a connoisseur of coffee, shares insights into her coffee preferences and the significance of personalizing interactions in contact centers.
🌐 The discussion touches on the impact of scripted interactions on customer engagement and the importance of avoiding robotic communication.
🚀 Yvette's role at BPA Quality involves developing and delivering tailored workshops to clients, focusing on customer excellence, quality assurance, and human interactions.
👥 Human Element Workshops aim to emphasize the need for a sincere connection with customers, moving beyond scripted interactions and metrics-driven evaluations.
📈 Coaching strategies involve understanding individual customer needs, recognizing the impact of human interactions, and fostering positive engagement.
🎙️ The podcast explores the theme of balancing data-driven insights with the essential human element in contact center management.
🤝 Yvette emphasizes the significance of recognizing and adapting to the diverse needs and preferences of customers during interactions.
The episode underscores the importance of human connection, effective coaching, and personalized communication to enhance customer experience in contact centers.

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