November 20, 2020

Ep. 9: John Ernsberger, Founder, Stella, How the pandemic has changed the contact centre: workforce characteristics, communication, tech stack, and customer feedback

27 minutes

This week, Sharad and I had the pleasure of chatting to John Ernsberger, the co-founder of Stella Connect (an contact centre industry SaaS platform that just sold to Medallia!)

The interview was short but high value, we covered topics like:

How to motivate employees in the contact centre, one of the toughest work environments.

What John has seen change in contact centres during the pandemic

How contact centres are responding to their employees working from home with a new tech stack, transformed communication and digital learning & development.

How the volume and type of tickets taken by contact centres have changed in the past few months.

Why there might need to be a fundamental shift in the characteristics of the contact centre workforce.

How the way contact centres extract and use customer feedback has changed during the pandemic.

How you can get more information to frontline staff to ensure you have efficient training and QA, operational metrics, and employee feedback loops.

Phew, we covered a lot in that time. Safe to say this episode was thought-provoking and packed with insight.

This podcast is powered by SentiSum, a SaaS platform that helps you get to the root cause of customer pain. Our customer analytics software turns qualitative customer data from support chats, email, NPS and surveys into quantitative insights that improve product and operations.

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