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93. Curious about Time Tested Ways to Achieve Operational Excellence in Consumer Care w/Cathy-Guidi Scherm, Campbell Soup Company
Manage episode 373762803 series 3490007
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🧭This week I’m CURIOUS about… ways to approach Operational Excellence in the Consumer Affairs space. To help me... is my guest and colleague, Catherine Guidi-Scherm, Operations Manager of Consumer Care at the Campbell Soup Company.
Cathy’s operational leadership style focuses on balancing system requirements, agent autonomy, and effective training to enhance both agent satisfaction and overall operational efficiency in the consumer care space. She really made me think 🤔about some of the conventional wisdom I held in these areas…!
Podcasts links here:
🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157
🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais
Key highlights:
📌 Empowering Operational Leadership: Cathy Guidi-Scherm reveals her innovative leadership style that empowers agents to grasp the "why" behind tasks, fostering a sense of belonging and value within the Team.
📌Smart System Automation: Cathy challenges traditional approaches to required fields, advocating for a balanced system automation that prioritizes critical information while boosting agent efficiency.
📌Engaged Agents, Stellar Service: Cathy's vision emphasizes engaged agents as crucial team members, promoting transparency through structured feedback and empowering them to provide strong customer interactions.
💜Cathy’s non-profit organization shout out goes to National Ovarian Cancer Coalition, urging listeners to raise awareness about ovarian cancer and take early action. www.ovarian.org
So… thank you Cathy for joining me on S4 Ep93 – Full Episode out now on the My Curious Colleague 🔍 #CPGCX podcast on your favorite podcast player.
As always, thank you for all for your support My Curious Colleagues…!
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#customerexperience #cpg #podcasting
💲Ad colleague (Liquid I.V.):
Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.
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