Mastering Customer Experience

Continuous Learning:

Nicole emphasized that their team is always learning and adapting to new information and changes. She mentioned that their processes and policies often change, and they need to ensure that their agents are always up-to-date with the latest information. Continuous learning is a key aspect of their approach, and they provide ongoing training and resources to their agents.

Adaptation to Change:

Nicole acknowledged that their business environment is dynamic, with policies and processes frequently evolving. When changes occur, they adapt by providing additional training and coaching to their agents. They aim to ensure that their agents can handle these changes effectively and continue to provide the best possible customer experience.

Agent Autonomy:

Nicole emphasized that their agents are empowered to make decisions that benefit the customer. They have the autonomy to go above and beyond standard procedures if it means providing a better customer experience. This empowerment allows agents to use their judgment and creativity to address unique or challenging customer situations effectively.

Appeals Process:

Nicole also mentioned that they have an appeals process in place. If agents believe that their actions, which might deviate from standard procedures, are in the best interest of the customer, they can appeal the grading they receive. This process allows agents to explain their reasoning and potentially have their grade adjusted if their actions were justified.

Keep Everyone in the Loop:

Nicole stressed the significance of effective communication within their teams and across different departments. They maintain open lines of communication to ensure that everyone is informed and up-to-date on any changes or issues related to customer service. This communication allows them to act swiftly in response to customer feedback, complaints, or evolving situations.

Weekly Collaborative Touchpoints:

Nicole mentioned that they have weekly touchpoints with cross-functional teams. These meetings enable collaboration between different departments, such as product teams, website teams, and others. They use these interactions to share customer insights, address issues, and make necessary improvements to processes and policies. Cross-functional collaboration ensures that the entire organization is aligned in providing the best possible customer experience.

Harnessing Data:

Nicole emphasized the role of data in driving improvement within their customer service teams. They utilize the Maestro tool for data analysis and reporting, allowing them to gather insights from quality scores, performance metrics, and customer interactions. By analyzing this data, they can identify areas where agents may need additional training or coaching. Data-driven improvement helps them target specific aspects of customer service for enhancement.

Never Settling:

Nicole indicated that they continuously benchmark their performance against set goals and targets. This involves setting higher standards and goals for their agents and teams, even if they are performing well. They believe in the importance of not becoming complacent and constantly striving for improvement. By benchmarking their performance regularly, they can identify areas for growth and development, ultimately providing a better customer experience.

From Manual to Maestro:

Nicole described how, in her previous roles before joining Staples Canada, she primarily worked with manual processes for quality checks and training. These processes involved in-person training, spot checks, and manual tracking of agent performance, which could be challenging to manage and report on efficiently.

The Digital Edge:

Upon joining Staples Canada, Nicole highlighted that it was the first time she had the opportunity to work with a digital quality robust platform like MaestroQA. A new user-friendly tool allowed her team to streamline and enhance their quality assurance processes.