Send us a text Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an u...
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Send us a text Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an u...
Enable DISCRETION: Speed Up Your Service by Empowering Your Advisors to Decide
The Reality of Contact Centres
9 minutes
2 years ago
Enable DISCRETION: Speed Up Your Service by Empowering Your Advisors to Decide
Send us a text In the first of our 6-part DRIVES series, Bob and Jeremy explain the key drivers that increase staff engagement and collaboration, and improves your contact centre. How empowered are your people? How can they decide on what’s best for customers? This first episode amusingly shows you how a lack of discretion can really affect results and motivation. Please listen, rate and review, and share with your colleagues! Look out for Roles, the second part of our series, coming s...
The Reality of Contact Centres
Send us a text Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an u...
