How Telstra delivers customer-first outcomes through people-first approaches
Discover how Telstra fosters a genuine connection between agents and customers to deliver continuous service improvements
Amplifying customer advocacy with a people-first approach in the contact center is crucial; it prioritizes the well-being and empowerment of customer service agents, which directly translates into superior customer experiences. In short, agents who feel valued, supported and engaged are more likely to be motivated, empathetic and dedicated in their interactions with customers.
But how can this enhance continuous service improvement? During this session from All Access: The Future Contact Centers Trends & Technology APAC, Andrew Mulero, senior lead of customer service delivery for Telstra, talks about expanding responsibility and decision-making power to front-liners and how enhancing EX can improve CX without cutting the costs required to deliver better CX.
