Your agents are capable of feats even greater than what you could ask or imagine. So why are contact centers still treating agents like order takers? We're not sure, but Nate Brown is happy to take the mic and develop the conversation even further as we take another look into why contact center leadership is unknowingly hindering it's maximum potential. Put on your listening ears, ladies and gentlemen, we're going to hear some hard truths from one of the greatest voices in CX.

[5:10 - 5:54] We need challengers! It’s very important that we have people constantly pushing against the walls and trying to break out of the box.

[11:59 - 13:16] We put a lot of heat on our education for the lack of challengers, but really the issue is in the onboarding. 

[14:13 - 16:05] We need to make sure that agents are being paid enough that they can be safe enough to be pushed to be challengers. They will do incredible things if they are able to push themselves to be challengers. 

[21:01 - 21:50] As customer experience leaders, we are always looking for variables that get clients to stay. So much of that decision comes from the customer service interactions. 

[22:14 - 25:37] The challenger sale isn’t only accomplishable with individuals, because CX isn’t just for individuals. We can also have challenger groups. 

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.