Why People Are the Most Valuable Asset in Contact Centres

Traditional metrics only tell part of the story. Modern WEM strategies go further - supporting agents, improving engagement, and driving better outcomes for customers. Shaunna Ruddick (Wilson) shares more in her latest blog post for Call Centre Helper ⬇️

✨ Customer Service: A Reflection of Culture Employees and their customer service are often a mirror of the culture they work in. One employee’s behaviour might reflect their personal reality, but when the whole team behaves in a similar way, it reveals the culture and values that the organisation (or even the country) stands by. My first lesson in customer service goes back to 1999. I started as a waitress and, after just one night of serving with excellence, I was promoted to hostess, a role that was highly sought after at the time. That experience taught me a truth I still carry 25 years later: exceptional customer service opens doors. Fast forward to this week, I traveled through three airports in 10 days. The contrast in customer service struck me. In the Philippines and Thailand, smiles, patience, and empathy shaped every interaction, even when enforcing rules. It felt human, welcoming, and respectful. Thursday morning, landing in Sydney, I noticed something different. From train to baggage claim, the tone was sharp, instructions impatient, and interactions transactional. As someone coming home, I felt… less welcome than I had in foreign countries. It made me reflect: were these employees trained to communicate that way? Did their personality styles simply align? Or is it the culture they’re part of? It reminded me of working with an HR team a few years ago. Their projects were always delayed. Not because of lack of effort, but because the entire team (including their executive) leaned toward the “C” in DISC profiling: perfectionists. Their collective personality became their culture. And that’s the heart of our work at Mind Architecture. We help People & Culture leaders see beyond individual behaviors to uncover the cultural patterns shaping their teams. By addressing these gaps, we don’t just improve customer service, we boost engagement, productivity, and create ripple effects that enhance employees’ personal lives too. Because in the end, customer service is never just about the customer. It’s about culture, leadership, and how people feel inside the workplace. 👉 If your organization is struggling with customer service challenges or disengagement, let’s talk. At Mind Architecture, we help you design cultures where people want to go the extra mile, because they feel seen, valued, and connected.

🚀 Do’s and Don’ts When Setting Up a Customer Service Department 🚀 Many organisations see customer service as a “necessary function.” But the way you set it up can make or break customer trust. After working in this space, here’s what I’ve seen works — and what doesn’t: ✅ Do’s Define clear processes early: Ticket handling, escalations, refunds — if it’s not documented, it will create chaos later. Invest in the right tools: CRMs, real-time dashboards, and omnichannel support (email, WhatsApp, calls) keep everything connected. Hire for attitude, not just skill: Product knowledge can be taught, empathy cannot. Build feedback loops: Insights from frontline staff should reach leadership quickly — they’re closest to the customer. Track meaningful KPIs: First-response time, resolution rates, retention numbers — not vanity metrics. ❌ Don’ts Don’t overload agents: Burnout leads to poor service, high turnover, and unhappy customers. Don’t work in silos: A customer-first culture means every department (Finance, IT, Sales) is aligned with service goals. Don’t ignore training: Ongoing coaching builds resilience, empathy, and consistency. Don’t underestimate retention: Saving existing customers is often more cost-effective than acquiring new ones. Don’t treat customer service as “back office”: It’s the voice and face of the company. At its core, building a customer service department isn’t about call scripts or software alone. It’s about creating a team culture that values the customer journey at every step. 💬 If you were building a customer service team from scratch, what’s the one thing you would do differently? #CustomerService #CX #Retention #Leadership #CustomerSuccess #BusinessGrowth

Defining a True “Customer Service Culture” Customer service culture isn’t about teaching agents to smile more or simply “be nice.” It’s far deeper as it consists of a system of shared values, goals, and behaviors that guide how an entire organization thinks about and delivers service. At its core, a true customer service culture empowers agents to act with autonomy. When frontline teams are trusted to make real-time decisions, they can respond with agility, empathy, and confidence, all of which come together to turn everyday interactions into moments of impact. https://lnkd.in/gdsFUrtv #CCW #CX #CustomerServiceCulture #CustomerExperience

HRO Today has announced its annual Baker's Dozen Customer Satisfaction Rankings for Recognition Services, highlighting the top performers in the industry. The ranking is determined through a comprehensive analysis of client surveys, evaluating providers across three critical subcategories: service breadth, deal size, and service quality. This year's assessment involved over 300 surveys from 223 different client companies, providing a robust dataset for evaluation. The ranking methodology utilizes a sophisticated algorithm that weighs questions and categories based on their strategic importance. The top five recognition service providers for 2025 include Workhuman, Madison Recognition, C.A. Short Company, Engage2Excel, and Point Recognition. These organizations distinguished themselves by earning the highest ratings from their customers across multiple performance dimensions. Unique to the Baker's Dozen approach, the rankings are solely based on client feedback, ensuring an unbiased and authentic representation of service quality. HR leaders consistently rely on these rankings to make informed decisions when selecting HR service providers. The comprehensive evaluation underscores the critical role of recognition services in modern workplace strategies, highlighting the importance of meaningful employee engagement and appreciation programs.

HR is a powerful engine for customer experience (CX). A recent article highlights a critical link: an exceptional employee experience (EX) is the most powerful driver of great customer service. By embedding customer-centric values into hiring, training, and reward programs, HR can build a culture where every employee is empowered to prioritize the customer. How do you effectively link employee incentives and recognition to customer satisfaction metrics? Share your insights!

Balancing Training with Customer Service KPIs – The Ongoing Challenge. One of the biggest hurdles for customer service teams is finding time for training. Taking people off the phones or away from customers can put pressure on KPIs. But the reverse is equally risky—when development takes a back seat to targets, your team may feel stuck, unvalued, and more likely to leave. It’s a real catch-22: short-term KPI pain vs. long-term staff turnover pain. Virtual workshops help minimise disruption. They’re flexible, cost-effective, and inclusive for dispersed or remote teams. The trade-off? They can miss the energy and connection of in-person learning, and tech hiccups can get in the way. In-person workshops bring the spark. They ignite ideas, create strong peer connections, and accelerate skill-building through face-to-face practice. The downside? More time and cost commitments, including travel and logistics. Both formats have real value. For complex skill development—like advanced communication—classroom-style sessions often deliver deeper engagement and stronger results. At The DISC Agency, we don’t take a one-size-fits-all approach. We work with you to tailor virtual, in-person, or blended workshops to suit your team’s needs, balancing performance targets with professional growth. Which format works best for your team right now? Read about our customer service workshops which can be delivered in either formats. https://lnkd.in/gfr_ecMC #CustomerService #TeamBuilding #CommunicationSkills #StaffTraining #DISC #AdvancedCommunication #TheDISCAgency

A simple workflow issue can leave a paying customer helpless — and it made me think deeply about HR and employee experience. I don’t usually post about personal frustrations, but this experience highlights how critical adaptable systems are for customer care. I have been sitting in this corner in the photo for 2 hours, with unfortunately, still no clear solution in sight. After 4 long years of waiting, I preordered a new Phone. Due to excitement I converted my line to an eSIM but to my surprise, I discovered a system issue that made my phone and number completely unusable. I was told there was no way to resolve the problem — only to cancel my order due to the workflow issue first, before they can create a ticket to activate my phone number and make it usable. Meanwhile, the full cost of the phone had already been charged (which was quite a significant amount) and I’ve now been informed it may take up to 14 days to see a refund. The result? I might be left without a working phone for weeks, despite having paid in advance. #doubledamage This isn’t about blame — it’s about how inflexible processes can unintentionally create unnecessary stress for customers. A simple workflow issue shouldn’t lead to weeks of lost connectivity and tied-up funds. In HR, we talk about being employee-centric the same way businesses strive to be customer-centric. Whether it’s employees or customers, the principle is the same: when systems are too rigid to adapt to real-life situations, people feel powerless, unheard, and unsupported. This experience has been a tough reminder that processes exist to serve people — not the other way around. If processes aren't aligned to what matters to people, they risk damaging the very trust and loyalty that companies work so hard to build. Regardless, I really wish to thank the ground staff for the empathy and the patience throughout the entire process. #customerexperience #customersuccess #processes #consumercentricity #hr #people #agility Maxis

Why Internal Customer Satisfaction Will Shape 2026 Success 🚀 Many leaders focus on engagement and culture, but internal customer satisfaction (how departments serve each other) is often the hidden performance driver. 📌 Scientific Insight: Harvard Business Review (2020) notes that organizations with high internal service quality achieve double the employee engagement and significantly stronger overall performance. 📌 Yet most companies don’t measure it and leaving inefficiencies, frustration, and lost productivity unnoticed. With Senswise: ✅ AI-powered measurement of internal customer satisfaction across teams ✅ Real-time detection of collaboration gaps and service delays ✅ Turning internal feedback into actionable improvements that boost both efficiency and employee engagement ✅ Seamless operations: Easily upload groups, launch multi-survey campaigns, and measure across all hierarchy levels In 2026, it won’t just be about engaging employees, it will be about how well your organization serves itself. 👉 Is internal customer satisfaction part of your 2026 strategy? #Senswise #AI #EmployeeExperienceAgent #EmployeeEngagement #ScientificInsight

Internal customers are those we are guaranteed to interact with - no matter the project! Does this apply to you or your organization? Take a look below... 👇 🔺 What Is Internal Customer Service? Internal customer service means treating colleagues as your first customers - supporting their needs, solving problems, and creating a smooth, positive work environment that keeps everyone motivated. Just as sales teams rely on external customers, they also depend on internal partners like content, product, and IT teams to succeed. By focusing on this kind of support, we not only make work more efficient but also build stronger, more collaborative organizations. 🔺 Why Is Internal Customer Service Important? Internal customer service is essential because it starts with taking care of your people first. When employees feel supported, it creates a positive work environment that strengthens your company’s culture and brand. This support leads to a ripple effect - boosting satisfaction, productivity, and overall business success. 🔺 Strengthening Team Culture Implementing internal customer service shifts the focus from simply completing tasks to working together toward shared goals. It encourages collaboration across departments, creates more opportunities for connection, and helps build stronger relationships - even through simple actions like regular check-ins or virtual face time. 🔺 Increasing Team Satisfaction and Loyalty When employees treat each other with respect and support, it builds a positive workplace where people feel valued, boosting morale, job satisfaction, and loyalty. Strong internal customer service not only nurtures collaboration and camaraderie but also improves retention and long-term organizational success, especially when supported by tools that make knowledge-sharing and teamwork easier. 🔺 Improving Business Performance Exceptional internal customer service drives business performance by boosting productivity, streamlining workflows, and improving communication. When teams can easily access resources and collaborate effectively, they reduce wasted time, avoid misunderstandings, make better decisions, and complete projects faster. ☝In Summary Internal customer service is the foundation of a strong workplace culture, where colleagues support one another like true partners. It fosters collaboration, respect, and loyalty, creating an environment where employees feel valued and motivated. By streamlining workflows and strengthening connections, it drives productivity and efficiency across teams. ❓So, how does your organization's internal customer service measure up? 👉 Content credit: Summarized content from Brayn Wills, Expert Writer ProProfs Knowledge Base To read the full article, visit: https://lnkd.in/gwu-CJDP