CITY OF HENDERSON
DEPARTMENT OF UTILITY SERVICES
NOOSA LABS, INC.
CROTON TAPSMITH
The Lasting Impact of Connection.
What we do for Customer Service Week, and frankly, that I feel has a lasting impact is something we already do every day— we just make sure to do it with even more intention that week.
We don ' t focus on a single promotion or a fancy gimmick. We ' ve learned that our success isn’ t measured in transactions, but in relationships. We take a moment to ask them about their day, their family, or maybe even about that new construction everyone is talking about. It ' s a simple conversation, but it ' s a powerful one. We’ re saying, " Thank you for being part of our community. We see you, we know you, and we appreciate you."
The lasting impact comes from the fact that this is not a one-time event. It’ s a habit we ' ve built. By making a genuine connection with people— by listening to their stories and sharing our own— we transform a simple business transaction into a meaningful human interaction.
TRACY SHEA
OWNER
CITY OF HENDERSON
DEPARTMENT OF UTILITY SERVICES
Our team always makes a big deal out of Customer Service Week with activities and recognition, but this project created something more – a lasting gift that continues to benefit employees every day.
Our small contact center manages a demanding workload, thousands of calls and cases per person each month, as well as billing, collections, assistance programs, escalated complaints, and major technology changes for a fast-growing community. Despite strong performance and customer approval ratings, one gap was clear: there was no inviting, supportive space for staff to step away during especially stressful moments. What had once been a copy machine nook had been converted into a de facto office and then a mother’ s room years earlier, but it was stark, uncomfortable, and underutilized.
Our three-person leadership team decided to reimagine the room as a personal project, contributing donated furnishings and décor to transform it into a calming, supportive environment. Colleagues from our organization’ s health & wellness team learned about the project and offered to contribute soothing touches, our safety committee caught wind of it and highlighted the project, which in turn led to a community partner hearing about the project and stepping in to provide additional enhancements that elevated the space even further.
The result is a Quiet Room / Mother’ s Room that not only celebrates our staff but continues to serve them every day. What started as a grassroots idea became a model workplace improvement that promotes employee well-being and workplace safety. For us, the best way to celebrate Customer Service Week is to create something lasting, practical, and deeply supportive of the people who make premier service possible.
DANIELLE TAPPER
CUSTOMER SERVICE, BILLING, & COLLECTIONS MANAGER
NOOSA LABS, INC.
As a customer support software company, it might seem obvious that our role is to equip CS teams with the tools they need to handle user demands and scale efficiently. And we do— through seamless integrations and an AI agent capable of resolving first-level questions independently while continuously learning.
But support today goes far beyond ticket resolution. The line between Customer Support( CS) and Customer Experience( CX) is thinner than ever. Modern businesses must see support not just as a cost center, but as a driver of growth— whether by shaping their product through user feedback or by making customer experience a signature strength of their brand.
That’ s why at Mava, we’ ve taken a clear stance: AI should never be a shortcut to bad support. Instead, it should be a way to deepen understanding of your community so your human team can focus on what they do best— delivering meaningful, empathetic interactions.
This philosophy shapes our roadmap. From insights and trends to auto-categorization, translations, suggested replies, and more— every feature we want to build is designed to empower support teams, strengthen connections, and turn customer experience into a true growth engine.
NICOLAS MORVAN
GENERAL MANAGER, MAVA. APP
10 CONTACT CENTER PIPELINE