In this episode, Gemma DePalma, COO of Foria, stresses the significance of forming a well-rounded hybrid customer happiness team. She underscores the importance of integrating this team with other departments like marketing and operations. Gemma offers insights on empowering the team to transform negative experiences, the importance of active listening and empathy, and the effects of agent turnover on company growth. Additionally, she addresses the misconception of contact centers as cost centers and advises on shifting this view to see them as value centers.

“The customer happiness team is a golden nugget that’s overlooked. But if you look at that nugget and make it a whole part of your team, it can impact your business in such a positive way.” - Gemma DePalma

The ultimate ideal customer happiness team is key for any company. By merging teams, valuing outsourced support, and empowering personalized service, companies achieve holistic customer satisfaction. Treating this team as a value, not a cost, lets businesses use feedback for growth and loyalty. Prioritizing customer happiness builds brand image and market distinction.