Growth can take many forms in global customer service operations where work is shaped by different customers, teams, cultures, and everyday experiences. Sometimes, it comes from becoming more comfortable with customers, learning to navigate unfamiliar situations, or simply finding a better way to approach the day. For Sneha Sarkar, a Customer Service Associate based in […]
In the high-velocity world of international customer experience delivery, operational turbulence is inevitable. Client demands change overnight, capacity models stretch, and human dynamics occasionally flare up. For most leaders, the natural instinct in those moments is to tighten control, issue mandates, and micromanage every moving part. Adriana Trejo takes the exact opposite approach. As an […]
A great customer conversation is at the heart of an exceptional customer experience, yet what ingredients can turn a routine conversation into a meaningful connection often remain elusive. Sometimes it is the ease with which two people understand each other. Sometimes it is knowing when to explain, when to listen, or when to give someone […]
A customer call may last a few minutes. Questions are asked, and answers are delivered, or an issue is raised, and a solution is provided. Yet a seasoned customer service professional handling these conversations knows there is much more beneath the surface. There is a tone to pick up on, a concern to understand, a […]
A demanding career spanning two critical processes in a fast-moving business process outsourcing space, alongside a life filled with music, people, and purpose: that is where Samantha stands firmly: as a multifaceted professional, manager, coach, performer, and mother. She is comfortable moving between responsibility and the things that keep her grounded. There is a particular […]
A difficult conversation with a client, a team member who is struggling, a list of follow-ups competing for attention: each situation asks for a response. But Amrita has learned that the best response does not always begin with an answer. Sometimes, it begins with understanding what is happening behind them. A neat list of priorities […]