Relieving CX Agent Trauma

Watch the full podcast here:

Or click here to just listen to the audio.

When most people think of trauma, they think of people who fought in wars or who have witnessed crimes. This is not always the case and most often, trauma can be found in any extended period of stress, including being a CX Agent.

We are grateful to be joined by Jeremy Hide, in today’s episode where we will be discussing how trauma can be caused in the workplace, along with how to positively work through the trauma and the related triggers agents face.

To listen to a recording of this and other episodes, visit And to join our show live each week, go to

Tune in to learn about:

  • Understanding how CX agents may develop trauma from negative customer interactions and the stress of working in an organization
  • Recognizing what it might feel like when a trigger causes a traumatic experience to resurface
  • Skills that can help you reflect and grow from your past trauma like journaling and therapy
  • How leaders in the workplace can improve to better relieve trauma responses and when to utilize professional help
  • Managing the customers that cause significant trauma to agents and ensuring the right conversations are taking place

To listen to a recording of this and other episodes, visit And to join our show live each week, go to

Read more

Strategies For Doing CX (and AX) Right!

Agents are working in the front lines just as much as your sales team, so it’s important that they are being treated right. This starts with the leaders and the empowerment that the leaders give to their agents to do their job properly. Business will thrive when they put focus on their agents and their experience.

Read More

The Best Qualities That Will Lead Your Agents to Contact Center Success

Any given contact center can take upwards of 1,000+ calls a day. Whether you're a part of a BPO, an auto dealer, or in telecommunications, how exactly can you retain a mighty workforce to handle that kind of workload?

Read More

The Agent Metrics Obsession That’s Killing Customer Experience

Today we’re analyzing actual stories and case studies of the unintended consequences of performance management systems with our guest Dave Seaton.

Read More
Customer Contact Central