{"id":406,"date":"2024-02-22T12:00:24","date_gmt":"2024-02-22T11:00:24","guid":{"rendered":"https:\/\/thecaringcompany.nl\/handbook-on-sustainably-improving-edge-contact-operation\/"},"modified":"2024-06-07T10:34:19","modified_gmt":"2024-06-07T08:34:19","slug":"guide","status":"publish","type":"page","link":"https:\/\/thecaringcompany.nl\/en\/guide\/","title":{"rendered":"Guide for the sustainable improvement of your customer contact operation."},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"406\" class=\"elementor elementor-406 elementor-213\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-643ebbef e-con-full e-flex e-con e-parent\" data-id=\"643ebbef\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-fbb1aec e-con-full e-flex e-con e-child\" data-id=\"fbb1aec\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-66215e2 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"66215e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Guide for the sustainable improvement of your customer contact operation.<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fff930c elementor-widget elementor-widget-text-editor\" data-id=\"fff930c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"OYPEnA text-decoration-none text-strikethrough-none\">Follow 5 clear steps from this guidebook<\/span> to discover how you will only need <span class=\"OYPEnA text-decoration-none text-strikethrough-none\">3-6 months.<\/span><span class=\"OYPEnA text-decoration-none text-strikethrough-none\"> to sustainably improve your customer contact operation. Please fill in your details below, and you will receive the guide book for free in your mailbox.<\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bbc3dc elementor-button-align-stretch elementor-widget elementor-widget-form\" data-id=\"7bbc3dc\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;step_next_label&quot;:&quot;Next&quot;,&quot;step_previous_label&quot;:&quot;Previous&quot;,&quot;button_width&quot;:&quot;100&quot;,&quot;step_type&quot;:&quot;number_text&quot;,&quot;step_icon_shape&quot;:&quot;circle&quot;}\" data-widget_type=\"form.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<form class=\"elementor-form\" method=\"post\" name=\"Guide\" aria-label=\"Guide\">\n\t\t\t<input type=\"hidden\" name=\"post_id\" value=\"406\"\/>\n\t\t\t<input type=\"hidden\" name=\"form_id\" value=\"7bbc3dc\"\/>\n\t\t\t<input type=\"hidden\" name=\"referer_title\" value=\"The Caring Company\" \/>\n\n\t\t\t\n\t\t\t<div class=\"elementor-form-fields-wrapper elementor-labels-above\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-name elementor-col-100 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-name\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tFirst name\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[name]\" id=\"form-field-name\" class=\"elementor-field elementor-size-md  elementor-field-textual\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-email elementor-field-group elementor-column elementor-field-group-email elementor-col-100 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-email\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tEmail address\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"email\" name=\"form_fields[email]\" id=\"form-field-email\" class=\"elementor-field elementor-size-md  elementor-field-textual\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-acceptance elementor-field-group elementor-column elementor-field-group-field_c80f649 elementor-col-100 elementor-field-required\">\n\t\t\t\t\t\t\t<div class=\"elementor-field-subgroup\">\n\t\t\t<span class=\"elementor-field-option\">\n\t\t\t\t<input type=\"checkbox\" name=\"form_fields[field_c80f649]\" id=\"form-field-field_c80f649\" class=\"elementor-field elementor-size-md  elementor-acceptance-field\" required=\"required\">\n\t\t\t\t<label for=\"form-field-field_c80f649\"><a href=\"https:\/\/thecaringcompany.nl\/en\/privacy-statement\/\">Yes, I agree to the privacy policy<\/a><\/label>\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-group elementor-column elementor-field-type-submit elementor-col-100 e-form__buttons\">\n\t\t\t\t\t<button class=\"elementor-button elementor-size-sm\" type=\"submit\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Download the guidebook<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/button>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/form>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27dcb376 elementor-widget__width-initial elementor-widget-tablet__width-inherit elementor-widget elementor-widget-image\" data-id=\"27dcb376\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"800\" src=\"https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-16-1-1024x1024.png\" class=\"attachment-large size-large wp-image-373\" alt=\"\" srcset=\"https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-16-1-1024x1024.png 1024w, https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-16-1-300x300.png 300w, https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-16-1-150x150.png 150w, https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-16-1-768x768.png 768w, https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-16-1.png 1080w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3f9849e0 e-flex e-con-boxed e-con e-parent\" data-id=\"3f9849e0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4d15298c elementor-widget elementor-widget-heading\" data-id=\"4d15298c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">To you, it is clear as it can be: the current customer contact operations need improvement. However, you are currently lacking the internal expertise to lead and implement these improvements.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61a4022a elementor-widget elementor-widget-text-editor\" data-id=\"61a4022a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p class=\"cvGsUA direction-ltr align-start para-style-body\"><span class=\"OYPEnA text-decoration-none text-strikethrough-none\">You are (ultimately) responsible for the department that handles the customer contact: customer service, customer care, customer service, or support. This department has come under your care because it&#8217;s not performing well, and you know better than anyone else how to successfully lead departments, as you&#8217;ve already proven in your career!<\/span><\/p>\n<p class=\"cvGsUA direction-ltr align-start para-style-body\"><span class=\"OYPEnA text-decoration-none text-strikethrough-none\">Yet, you find it difficult to get a grip on what is happening within the customer contact department. You have never led a customer service department before.<\/span><\/p>\n<p class=\"cvGsUA direction-ltr align-start para-style-body\"><span class=\"OYPEnA text-decoration-none text-strikethrough-none\">Many customer contact departments struggle with the same thing and often run into one or more of these issues:<\/span><\/p>\n<ul>\n<li><span class=\"OYPEnA text-decoration-none text-strikethrough-none\">Cost is exceeding the budget<\/span><\/li>\n<li><span class=\"OYPEnA text-decoration-none text-strikethrough-none\">Staff absenteeism and turnover is high<\/span><\/li>\n<li><span class=\"OYPEnA text-decoration-none text-strikethrough-none\">Customer satisfaction is not on target, and you see a lot of online complaints<\/span><\/li>\n<\/ul>\n<p class=\"cvGsUA direction-ltr align-start para-style-body\"><span class=\"OYPEnA text-decoration-none text-strikethrough-none\"> <\/span><\/p>\n<p class=\"cvGsUA direction-ltr align-start para-style-body\"><span class=\"OYPEnA text-decoration-none text-strikethrough-none\">The department&#8217;s managers were promoted to their roles and thus have a lot of substantive knowledge, but they lack seniority. You suspect that the work processes could be much more efficient, but you&#8217;re not quite sure.<\/span><\/p>\n<p>I <span class=\"OYPEnA text-decoration-none text-strikethrough-none\"> strongly believe, <\/span> <span class=\"OYPEnA text-decoration-none text-strikethrough-none\">that within only 3-6 months<\/span>,<span class=\"OYPEnA text-decoration-none text-strikethrough-none\"> you can realize big steps in improving your customer contact operation. Following the 5 clear steps, you can start improving today! I&#8217;d be happy to share these steps with you in this guide!<\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-69d48dd e-con-full e-flex e-con e-parent\" data-id=\"69d48dd\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-90b7bfc e-con-full e-flex e-con e-child\" data-id=\"90b7bfc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4511ed7 elementor-widget elementor-widget-heading\" data-id=\"4511ed7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Hi! I'm Cynthia: expert in leadership of customer contact teams<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e505266 elementor-widget elementor-widget-text-editor\" data-id=\"e505266\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Since 2006,<\/strong> I have been <strong>(ultimately) in charge of customer contact teams<\/strong> <strong>and I have helped numerous national and international multi-billion dollar companies to<\/strong> <strong>improve their customer contact department.<\/strong> Brands I have worked with include <strong>Flinndal, MessageBird, NMBRS, BESTSELLER, Talpa Network, Budget Thuis, <\/strong>and <strong>enviolo.<\/strong> At all these companies, I implemented <strong> various changes<\/strong> <strong>in leadership, team dynamics, processes, and practices.<\/strong><\/p>\n<p><strong>In 2021<\/strong>, I was <strong>awarded<\/strong> <strong>Manager of the Year by the Customer Contact Management Association<\/strong> (CCMA).<\/p>\n<p>In late 2022, I founded The Caring Company, where <strong>I advise companies on making sustainable changes to improve their customer contact teams.<\/strong><\/p>\n<p>I developed this guidebook, that will help you <strong>sustainably improve your customer contact operation.<\/strong> You will discover how to <strong>improve your customer contact operation with 5 clear steps within 3-6 months.<\/strong> Fill in your details below and you will receive the guide for free in your mailbox.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f2a748a elementor-button-align-stretch elementor-widget elementor-widget-form\" data-id=\"f2a748a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;step_next_label&quot;:&quot;Next&quot;,&quot;step_previous_label&quot;:&quot;Previous&quot;,&quot;button_width&quot;:&quot;100&quot;,&quot;step_type&quot;:&quot;number_text&quot;,&quot;step_icon_shape&quot;:&quot;circle&quot;}\" data-widget_type=\"form.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<form class=\"elementor-form\" method=\"post\" name=\"Guide\" aria-label=\"Guide\">\n\t\t\t<input type=\"hidden\" name=\"post_id\" value=\"406\"\/>\n\t\t\t<input type=\"hidden\" name=\"form_id\" value=\"f2a748a\"\/>\n\t\t\t<input type=\"hidden\" name=\"referer_title\" value=\"The Caring Company\" \/>\n\n\t\t\t\n\t\t\t<div class=\"elementor-form-fields-wrapper elementor-labels-above\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-name elementor-col-100\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-name\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tFirst name\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[name]\" id=\"form-field-name\" class=\"elementor-field elementor-size-md  elementor-field-textual\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-email elementor-field-group elementor-column elementor-field-group-email elementor-col-100 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-email\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tEmail address\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"email\" name=\"form_fields[email]\" id=\"form-field-email\" class=\"elementor-field elementor-size-md  elementor-field-textual\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-acceptance elementor-field-group elementor-column elementor-field-group-field_c80f649 elementor-col-100\">\n\t\t\t\t\t\t\t<div class=\"elementor-field-subgroup\">\n\t\t\t<span class=\"elementor-field-option\">\n\t\t\t\t<input type=\"checkbox\" name=\"form_fields[field_c80f649]\" id=\"form-field-field_c80f649\" class=\"elementor-field elementor-size-md  elementor-acceptance-field\">\n\t\t\t\t<label for=\"form-field-field_c80f649\"><a href=\"https:\/\/thecaringcompany.nl\/en\/privacy-statement\/\">Yes, I agree to the privacy policy<\/a><\/label>\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-group elementor-column elementor-field-type-submit elementor-col-100 e-form__buttons\">\n\t\t\t\t\t<button class=\"elementor-button elementor-size-sm\" type=\"submit\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Download the guidebook<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/button>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/form>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0a40bc elementor-widget__width-initial elementor-widget-tablet__width-inherit elementor-widget elementor-widget-image\" data-id=\"f0a40bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"800\" src=\"https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-12-1-1024x1024.png\" class=\"attachment-large size-large wp-image-371\" alt=\"\" srcset=\"https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-12-1-1024x1024.png 1024w, https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-12-1-300x300.png 300w, https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-12-1-150x150.png 150w, https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-12-1-768x768.png 768w, https:\/\/thecaringcompany.nl\/wp-content\/uploads\/2024\/02\/The-Caring-Company-klantcontactsttrategie-12-1.png 1080w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Guide for the sustainable improvement of your customer contact operation. Follow 5 clear steps from this guidebook to discover how you will only need 3-6 months. to sustainably improve your customer contact operation. Please fill in your details below, and you will receive the guide book for free in your mailbox. To you, it is [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":375,"parent":0,"menu_order":20,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-406","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Guide for the sustainable improvement of your customer contact operation. - The Caring Company<\/title>\n<meta name=\"description\" content=\"Discover how to sustainably improve your customer contact operation within 3-6 months, following 5 clear steps from this guide.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/thecaringcompany.nl\/en\/guide\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Guide for the sustainable improvement of your customer contact operation. - 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