What happens when you combine Rob Dwyer's "Next in Queue" with our weekly live discussion? You get ALL the value and twice the Rob! Make sure to join us for this very special episode of "CX QA Live!"

[6:02 - 7:21] Put on your ears and really listen. It’s too easy as an agent to just get into the motions and not listen to what the other person is saying, but when we actually listen, we can build a rapport and a connection. 

[9:28 - 10:51] In a contact center world, we often look for experience, but experience is not the most critical thing that a person can bring to a role. There are other skills and qualities that can be found beyond the contact center that should be looked at. 

[18:45 - 20:09] Understanding how your customer is feeling and how the agent is representing themselves and the company is changing how we look at agent performance. There are always going to be metrics, and those are important, but we are on the cusp of where we can start to measure the human factor. 

[25:17 - 26:23] The culture in an organization starts at the top. If the executives in a company are not fostering a culture then it won’t exist. So as leadership in a company, what are you focusing on and are you building the environment that you want? 

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