62: Telecommuting in the Customer Service Industry with Kate Brouse

Welcome to Episode 62 of the Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Kate Brouse.

Kate is a Disability Advocate and a Strategic Partnership Manager at NTI (National Telecommuting Institute).

We hear her talk about why it’s so important for her to turn every interaction she has into a positive one; discuss the key skills that people working in customer service today should have; and why companies are finally coming round to hiring people with disabilities in order to have a more diverse and inclusive workforce.

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You can find Kate online at:

Website

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"Gav spent a number of months working with our Business Sales teams in Leeds. We not only saw a massive increase in Sales but big improvements with our Customer Experience. Gav knew everyone and everyone knew Gav. We also recorded the highest employee engagement scores for all npower content Centre's while Gav was with us!"

“4 years after the sessions that Gav did at our call Centre sites in India, Manilla and the UK and they are still talking about it. There’s not many training sessions that I’ve seen that have had that level of stickiness before! I love the fact that he gave people the belief that they could do it!”

“Gavin worked with Alphabet on our programme to Perfect the Alphabet Customer Experience (PACE). Gavin was a vital part of a programme which empowered and enabled over 400 employees to be part of a cultural transformation to drive change in our customer approach. As a result of the PACE programme we’ve seen a significant uplift in customer satisfaction and greater levels of collaboration and co-ordination across the business, as well as winning a number of high profile industry awards for our customer service.”

“Staff feedback ranged from “Eye opening” to “Inspirational”. Since Gavin’s involvement with Union Street we have seen a tenfold increase in the amount of positive customer feedback. Our Leaders are more effective than what they ever have been.”

"Gav helped us to facilitate one of the Jewels in the crown of our Customer First programme at BT. It was a fun, engaging and impactful event that got fantastic feedback. It really helped us to build excitement for the journey ahead”

I have helped many businesses create a World-Class Customer Experiences through the work I create, and deliver via Workshops, Presentations and Online Training.

Some of the brands I’ve worked with are: