Quality Perks - Call Center & Coffee Chats

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Quality Perks Live event where we chat about #Coffee and Call Centers. In episode 12, we’ll be chatting with Lisa Diehl, SOCAP Director & Freshpet Director of Consumer Care about contact center networking and how it is important in adding the human element to vendor relationships.

*Lisa Diehl Bio*
Freshpet
Director, Consumer Care
Secaucus, NJ
Lisa defines strategies and solutions that improve the experience of Freshpet’s Pet Parents. She has a keen focus on the enhancement of operational effectiveness and is very committed to a high-octane, fun, and collaborative work environment that focuses on engaging and motivating her teams. Within Freshpet, Lisa is also a member of Freshpet’s Crises Management Team.

Lisa has over 35 years of experience in Consumer Affairs and has held a variety of managerial positions. Originally from Chicago, Lisa now resides in California but commutes regularly to Freshpet’s offices in New Jersey and Pennsylvania.

Lisa has been a member of SOCAP for 11 years. She is currently serving on the Board of Directors for SOCAP, International, where she is now the Immediate Past Chair, after serving as the Chairman of the Board for 3 terms.

LinkedIn URL: https://www.linkedin.com/in/lisadiehl/
Twitter URL: https://twitter.com/LisaMarie11165
Facebook URL: https://www.facebook.com/Lisalis165

We are looking forward to your questions and insights!

TAKEAWAYS:

SOCAP in Indy September 11 – 14, 2022  A Learning Symposium for CX Professionals — Meet Lisa & Neal in Indianapolis

Lisa’s networking connections through SOCAP and her success at Orbitz, Blue Diamond Growers & Freshpet

What SOCAP means: Society of Consumer Affairs Professionals

Lisa explained how she is able to bring her relationships and professional links with vendors (trusted partners) wherever she has gone in her career. As a SOCAP member, she has access to leaders across the industry to benchmark and captures the best ways to elevate customer care.

Listen to find out what we are drinking, hear Lisa’s cheerleader, and gather insights on the Voice of the Consumer.

#QA #SOCAP #Freshpet #contactcenter #CSAT #businessinsights #businesssolutions

Learn more about BPA Quality at BPAQuality.com.

If you would like to be a guest, please email Karyn Dupree at [email protected].

As always, Have a Quality Day!

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Quality Perks Live event where we chat about #Coffee and Call Centers. In episode 11, we’ll be chatting with Vicki Herrell, #QATC‘s (Quality Assurance & Training Connection) Executive Director about contact center employee development.

We are looking forward to your questions and insights! #QA #QATC #employeedevelopment #contactcenter #CSAT #employeesatisfaction https://qatc.org/

TAKEAWAYS…

Increase Company & Employee engagement by having multiple touch points each day, as often as possible. Working in a virtual environment, have your cameras on for more engagement. Rewards / Recognition on an individual basis is more important now. Find out what motivates the individual. #donuts #wine #coffee #callcenterlife #employeesatisfaction #recognition #corporateculture #quietquitting #boomerangemployees #virtualengagement #musclemilk #caffeinefree

Neal’s Coffee: https://www.midwaycafecoffeebar.com/

Karyn’s Coffee: https://www.youtube.com/c/SFBCoffee

Vicki’s Morning Drink: https://www.musclemilk.com/

Learn more about BPA Quality at BPAQuality.com.

If you would like to be a guest, please email Karyn Dupree at [email protected].

As always, Have a Quality Day!

Send a text

Summary
In this episode of "Quality Perks Coffee & Quality Chat," Karyn Dupree, Quality Solutions Director at BPA Quality, and Neal Eggers, VP of Managed QA Services at BPA Quality discuss the engagement capacity gap with guest Gregg Stone from Verint. They explore challenges in customer interactions, employee retention, and leveraging technology for a superior customer experience.

Highlights
☕ Greg Stone, Account Executive at Verint, emphasizes the importance of brand loyalty as a key differentiator in today's market.
☕ The engagement capacity gap is defined as the challenge of managing the exponentially growing interactions, especially in the digital age. 
☕ Employee retention is crucial, and flexibility in scheduling is identified as a key factor, allowing agents to build their own schedules.
☕ Leveraging AI and automation in workforce management helps streamline processes, reduce costs, and maintain a competitive edge.
☕ Customers now expect brands to be present on various communication channels and demand consistency in service across those channels.
☕ Insights from digital behavior analysis, post-interaction analysis, and survey data are essential for operational changes to enhance customer satisfaction.
☕ The engagement capacity gap narrows for organizations that understand and implement streamlined, predictive, and personalized customer experiences.

Learn more about BPA Quality at BPAQuality.com.

If you would like to be a guest, please email Karyn Dupree at [email protected].

As always, Have a Quality Day!

Send a text

Summary
In this episode of "Quality Perks - Coffee & Quality Chat," hosts Karyn Dupree and Neal Eggers are joined by guests Christine Clarson and Steve Hide to discuss healthcare and the call center industry. The conversation begins with a lighthearted discussion about the hosts' beverage choices. The main focus of the discussion revolves around the challenges faced by healthcare call centers, emphasizing the complexity of patient engagement and the importance of providing quality service throughout the patient's journey. The guests highlight the unique aspects of healthcare call centers, including the need for flexibility, adherence to regulations, and the role of call center associates as integral members of the patient's care team. The conversation delves into the two phases of the patient life cycle that call centers support: pre-service activities like enrollment and benefit coverage, and post-care activities such as billing, reimbursement, and disease management. The challenges identified include documentation accuracy, HIPAA compliance, and ensuring patient compliance with prescribed therapy. The guests stress the importance of a robust quality assurance program, like the one offered by BPA Quality, in addressing these challenges and providing valuable insights for improvement.

Highlights
🎙️ Lighthearted discussion on beverage choices sets a friendly tone for the episode.
🏥 Healthcare call centers focus on patient engagement, facing unique challenges compared to traditional call centers.
🔄 Flexibility and adherence to regulations are crucial for healthcare call centers, dealing with constant changes in the industry.
🔄 Call center associates are viewed as members of the patient's care team, emphasizing the holistic approach to healthcare.
🔄 Quality program insights help address challenges like documentation accuracy, HIPAA compliance, and patient therapy compliance.
🔄 Patient life cycle involves pre-service (enrollment, benefit coverage) and post-care activities (billing, reimbursement, disease management).
🚀 Robust quality assurance programs, such as BPA Quality's, play a vital role in enhancing patient experience and addressing industry challenges.

Learn more about BPA Quality at BPAQuality.com.

If you would like to be a guest, please email Karyn Dupree at [email protected].

As always, Have a Quality Day!

Send a text

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.

Learn more about BPA Quality at BPAQuality.com.

If you would like to be a guest, please email Karyn Dupree at [email protected].

As always, Have a Quality Day!

Send a text

Summary
In this episode of Quality Perks Coffee & Quality Chat, Karyn Dupree, Neal Eggers, Dane Newman, and Matt Gryntysz discuss various topics related to their roles at BPA Quality. Dane Newman, an Inside Product Manager, talks about his role as a data journalist and storyteller, emphasizing the importance of conveying data insights to clients. Matt Gryntysz, Director of Analytics, discusses the collaboration between the data science and analytics teams, focusing on leveraging speech analytics technology to provide root cause analysis and recommendations for improving customer experience.

Highlights
☕ Introduction of Guests: Dane Newman, an Inside Product Manager with nine and a half years of experience at BPA, and Matt Gryntysz, Director of Analytics with 13 years of experience, join the episode.
☕ Coffee Preferences: Dane switched from tea to a spiced rum coffee, while Matt is drinking Starbucks Decaf House Blend. Karen shares her preference for an organic rainforest blend.
☕ Mug Stories: Matt's mug is a souvenir from a greasy spoon in the Catskill Mountains, acquired after camping and snowshoeing. Karyn mentions accidentally discarding her coffee bag, and Neil shares his Stumptown coffee mug from Portland.
☕ Role of Dane Newman: Dane describes his role as a data journalist and storyteller, emphasizing the collaboration with clients to identify opportunities and provide systemic recommendations based on data analysis.
☕ Collaboration Between Teams: Matt explains how their teams collaborate, combining speech analytics technology with human expertise to conduct in-depth root cause analysis and offer clear recommendations to clients.
☕ Advice for Starting in Speech Analytics: Neal seeks advice for companies entering the speech analytics space. Matt suggests focusing on a strong strategy, governance, and infrastructure to maximize the value of the tool. Dane emphasizes the importance of not replacing traditional quality programs but supplementing and enhancing them with speech analytics.
☕ Career Journey: Matt shares his journey, starting in a contact center dealing with student loans, which inspired him to change the approach to quality evaluation. Dane's career path was shaped by his experience as a quality evaluator in a contact center.

Learn more about BPA Quality at BPAQuality.com.

If you would like to be a guest, please email Karyn Dupree at [email protected].

As always, Have a Quality Day!

Send a text

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
☕ The hosts share their coffee choices and engage in a casual conversation about coffee preferences.
🎉 Birthday celebrations for the hosts' daughters add a personal touch to the episode.
🔄 Stephanie Taylor highlights the need for companies to regularly update and evolve their quality programs based on changing customer expectations and technological advancements.
💼 The hosts draw parallels between their early experiences in the hospitality industry and the customer-centric approach in contact centers.
📊 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.
🔄 The discussion touches on the potential pitfalls of relying solely on advanced technology without understanding how to interpret and apply the data it generates.
💡 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 BPA Quality at BPAQuality.com.

If you would like to be a guest, please email Karyn Dupree at [email protected].

As always, Have a Quality Day!

Send a text

Summary
In this episode titled "Quality Perks - Coffee & Quality Chat," Martin Teasdale, Senior Director of Quality Experience at BPA Quality, discusses his podcast, "Get Out of Rap," which recently celebrated its 100th episode. The podcast is the first in the UK dedicated to the contact center industry and has received acclaim with a 4.8-star rating on Apple and frequent placement in the top 200 business charts for podcasts. Martin reflects on the key takeaways from his guests, highlighting the importance of a growth mindset, inquisitiveness, and the collaborative nature of the contact center industry. Looking ahead, Martin plans to continue featuring diverse guests, explore themes like quality in shorter episodes, and take the podcast on the road to engage with frontline advisors and team leaders.

Highlights
🎙️ Martin Teasdale, Senior Director of Quality Experience at BPA Quality, celebrates the 100th episode of his podcast, "Get Out of Rap."
🌐 The podcast is the first in the UK dedicated to the contact center industry, boasting a 4.8-star rating on Apple and frequent top 200 placements in business charts.
🧠 Key takeaways from the podcast include the significance of a growth mindset and inquisitiveness among successful individuals in the contact center industry.
🌍 Martin emphasizes the collaborative nature of the industry, where professionals are open to sharing and learning from one another.
🎉 Future plans for the podcast include continuing conversations with diverse guests, exploring themes like quality in shorter episodes, and engaging with frontline advisors and team leaders.
🚀 Martin aims to take the podcast on the road to visit contact centers and gain insights from those directly dealing with customers. 
🎧 Responding to feedback, there are considerations for theme-driven episodes to provide focused content in shorter chunks.

Learn more about BPA Quality at BPAQuality.com.

If you would like to be a guest, please email Karyn Dupree at [email protected].

As always, Have a Quality Day!

Send a text

Episode 3: Quality Perks – Coffee & Call Center Quality Chat – March 8, 2022

Summary
In this episode of "Quality Perks - Coffee & Quality Chat," Neal Eggers and Karyn Dupree discuss their coffee preferences and then delve into a customer experience story shared by Karyn. The story revolves around a positive interaction with a contact center agent from Zulily, emphasizing the importance of personalized and individualized customer service.

Highlights
🌐  International Women's Day: Neil opens the episode by wishing everyone a happy International Women's Day.
☕  Coffee Exploration:  Neal and Karyn discuss their coffee preferences and mention a coffee expert within BPA, sparking interest in trying recommended coffee brands.
🤝  Customer Experience Story: Karyn shares her positive experience with a Zulily contact center agent who handled her concern about a pillow with goose down feathers. The agent provided a personalized, empathetic, and solution-focused interaction.
🔄  Retention Success: The discussion touches on the importance of delivering a "wow" customer experience, citing Zulily's over 90% customer retention rate as a testament to the effectiveness of such an approach.
🛠️ Training Insights: Karyn suggests using BPA's Executive Listening Tool to extract and categorize exemplary customer interactions for training purposes.
📈  ROI of Customer Retention: The hosts emphasize the significant return on investment associated with customer retention, making it more cost-effective than acquiring new customers.
🌐  Community Connection: The conversation concludes with a mention of the community feel at Zulily, echoing the success of a family-oriented atmosphere similar to Zappos.

This episode underscores the importance of personalization in customer service and highlights a real-life example of how it contributes to customer satisfaction and loyalty.

Learn more about BPA Quality at BPAQuality.com.

If you would like to be a guest, please email Karyn Dupree at [email protected].

As always, Have a Quality Day!

Send a text

Summary
In this episode of "Quality Perks," the team discusses their coffee preferences before delving into the topic of contact center quality monitoring. David Blackwell, President and Co-founder of BPA Quality, shares insights into the evolution of quality monitoring, emphasizing its role in improving customer experience and agent performance. The conversation touches on the importance of tailoring approaches to individual businesses and understanding the customer's unique needs.

Highlights
☕ The episode begins with a casual discussion about coffee preferences among the hosts.
🎙️ David Blackwell highlights the evolution of quality monitoring at BPA Quality, emphasizing its focus on improving customer experience and agent interactions.
🔄 Quality monitoring is described as more than just listening to calls; it's about providing evidence for enhancing customer interactions and constantly improving agent performance.
🤝 The hosts discuss the challenge of making every agent emulate successful behaviors, emphasizing the importance of knowledge, comfort, and adaptability in handling customer interactions.
📈 The team stresses the significance of understanding individual businesses to tailor quality monitoring approaches and achieve desired outcomes.
📊 Quality monitoring is portrayed as a means to drive positive outcomes in customer interactions rather than a mere checkbox exercise.
🌐 The discussion concludes with the idea that the more information gathered about a business, the better equipped quality monitoring is to enhance outcomes and customer satisfaction.

Learn more about BPA Quality at BPAQuality.com.

If you would like to be a guest, please email Karyn Dupree at [email protected].

As always, Have a Quality Day!