In this episode we are joined by Ken Hayes, National Director, Contact Center Sales, Cloud5 Communications. Ken has a wealth of knowledge from running call centre operations on how to get the most from your people when dealing with customer calls.
In this episode, Paul and Ken talk about what it takes to give great customer service, how to instil this with your people, and develop a culture of compassion, caring, and empathy. This episode came about due to Ken’s article on Linkedin, ”Contact Center Transcendence - A Skill, A State of Mind, A Culture”. Where Ken makes the case that your people need to be happy in order to consistently give good customer service, “Happy agents equal happy customers; oh and, just one agent in a bad mood can damage over one hundred customer relationships during an eight-hour shift.”