This article was written by Pearl Vink and is published on SpotlerEngage
Finding balance between strategy, people and the financial picture. That’s what Cynthia Mak, Customer Care Director at Talpa Network is constantly looking at. She knows exactly how the various processes within the customer contact center relate to each other. And she makes a case for valuing customer contact employees. Time for a good conversation about her people-oriented vision.
It was an incredibly big surprise for Cynthia Mak, she was nominated for CCMA’ s manager of the year award and won it! Honored, she asked herself. To what did she owe this award? What makes her different from her competitors? During this new Customer Engagement Podcast, Cynthia shares her vision of managing a large customer contact center.
For example, she shares her interesting take on talent development. She offers her customer contact employees perspective and opportunities to grow. After all, when you participate in customer service, you learn so much about the organization from the customer perspective. You can use this valuable knowledge and skill in many ways in the company. Cynthia does not keep her employees small and allows them to spread their wings.
The guest is Cynthia Mak, Customer Care Director of Talpa Network
Cynthia knows exactly how the various processes within the customer contact center relate to each other. Indeed, via agent and customer contact manager, she eventually grew to become Customer Care Director. She also regularly finds herself in the role of critical customer. She therefore knows exactly how the cogs of the organization should fit together.
In her role as Customer Care Director, she is constantly looking at the balance of strategy, people and the financial picture. Naturally, she looks at the best way to make processes as efficient as possible, as long as it is not at the expense of employees and customers.
The paradox of the customer contact world
Customer contact employees don’t always get the appreciation and recognition they deserve. Sometimes this makes Cynthia a little angry. After all, the job and the people who do it are often looked down upon. Cynthia makes a case for the élan of the profession. How do we treat people, customers or employees? We may well think about how to do that in a more equitable way.
“In this digital world, we seek less and less contact with each other. But who do? Right, the customer contact workers.”
Curious about Cynthia Mak’s people-centric vision and strategy? Check out the full podcast here:
