27 min
The Cost of Ingratitude | Ep 65 CX QA Live! | The Agent-Centric Customer Experience Show
-
- Business News
November is "National Gratitude Month." What better time than to bring our friend Philip Bennett back on the show to discuss just how important it is for leadership (and not just in the contact center) to be grateful for their agents? We're going to learn just how big of an impact ungrateful leadership can have on your contact center, and as a result, your entire brand. We're not just talking about hurt feelings and poor culture; we're talking lost revenue and lost brand loyalty. Tune in to learn why you should ALWAYS be grateful for your contact center agents.
[3:31 - 5:21] What gratitude looks like in the call center and how we can properly show gratitude to our agents.
[10:19 - 12:40] Having ungrateful leadership will lead to a sense of resentment and disengaged employees, which will trickle down to customers.
[15:36 - 17:33] When customers are calling in, they are usually frustrated and they can put that frustration onto the agent. The conversation needs to be turned around so that the frustration is directed at the company and not at the agent personally.
[22:52 - 24:38] We should be looking for ways to make our agents’ jobs easier. If we can make their jobs easier to do, then it will be easier for them to want to stay.
As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.
November is "National Gratitude Month." What better time than to bring our friend Philip Bennett back on the show to discuss just how important it is for leadership (and not just in the contact center) to be grateful for their agents? We're going to learn just how big of an impact ungrateful leadership can have on your contact center, and as a result, your entire brand. We're not just talking about hurt feelings and poor culture; we're talking lost revenue and lost brand loyalty. Tune in to learn why you should ALWAYS be grateful for your contact center agents.
[3:31 - 5:21] What gratitude looks like in the call center and how we can properly show gratitude to our agents.
[10:19 - 12:40] Having ungrateful leadership will lead to a sense of resentment and disengaged employees, which will trickle down to customers.
[15:36 - 17:33] When customers are calling in, they are usually frustrated and they can put that frustration onto the agent. The conversation needs to be turned around so that the frustration is directed at the company and not at the agent personally.
[22:52 - 24:38] We should be looking for ways to make our agents’ jobs easier. If we can make their jobs easier to do, then it will be easier for them to want to stay.
As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.
27 min