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In today's episode we talk to Zack Bryson, Head of Global Customer service at Awardco, about how he enables his team to proactively look for opportunities in their support conversations to solve customer issues on a wider scale. Encouraging open communication and idea sharing with his agents means they feel empowered to look for solutions to root causes and are always looking at issues through the eyes of the customer.

Zack believes wholeheartedly in hiring for his team based on genuine care and passion for good customer service, and that it's his job as a leader to encourage career progression for everyone on his team to anywhere in the business. 

We'll discuss how this approach has lead to Zack having an agent attrition rate of only 7%! As well as his tips on how other businesses can encourage strong relationships within their customer service teams. After all, if you take care of your agents, they'll take care of your customers.