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In this episode we bring you Sheri Kendall, Regional Training Manager of Wayfair to share her approach to CX Training.
In many ways our call center agents act as our brand ambassadors all day long, talking to our customers and we believe in taking care of these agents. We need to provide them with effective training to set them up for success. They are holding up important positions on our front lines!
Let’s build a solid foundation relationship with them so they represent us well. Let’s offer them a work environment where the departments of our business function cohesively. Let’s integrate their training right into their work seamlessly. Most importantly let’s have their back and stand by them so they can thrive.
Topics discussed in this Episode:
[10:14] Training should incorporate what is learned in CX and Known Through Your Organization.
[15:45] Integrating small segments of training into the work Reduces Training Costs and Improves Effectiveness.
[19:26] The Ladder of Psychological Safety in CX Training.
[26:29] Agents who feel safe at work can help us grow and improve!
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/cxqalive.
Today we welcome back Jeremy Hyde Director of Customer Service for Sun Country Airlines to discuss how to appropriately help employees who are facing crisis in their personal life.
If the agent is even remotely the kind of human who takes another person’s frustration and anger personally, the agent is going to be on the receiving end of a lot of negativity.
Sheri Kendall is an expert in CX training analytics and is here to help us connect CX training analytics to our business outcomes.
