The Agent and Company Culture

Watch to the full podcast here:

Or click here to just listen to the audio.

You’ll say you have competing priorities and you’re right. On one hand we have profitability and the other we have people. We can’t deny the importance of revenue and profitability, but, we’ve said it before and we’ll say it again: we believe in focusing on the agent.

Today we welcome Hui Wu-Curtis from supportU to talk with us about the all-important business buzz-word: company culture.

To really measure company culture you have to look at how agents actually live. Do we have unreasonable expectations of them Do we have expectations that are inconsistent with the culture we claim to have?

It’s more than just putting the word “Diversity” on your website. We need to be willing to set performance, KPIs, and quality scores as secondary. We’re not saying it’s easy.

Tune in to hear more about:

  • Employees courageously giving feedback to their managers, also known as “managing up.”
  • Leaders modeling good reception of feedback.
  • Looking beyond a resume to find agents who will have stellar interactions with customers, relatability skills and a growth mindset.
  • Making sure we haven’t de-humanized our employees.

Topics discussed in this Episode:

[03:56] Healthy Company Culture Will Provide opportunities for otherwise marginalized people to shine, grow, and progress professionally.

[06:47] A Healthy view of Diversity will help agents to thrive and provide their maximum value to your CX organization.

[14:13] Spoken vs. Lived culture.

[20:59] A Healthy Cultural Ecosystem will help to RE-Humanize employees

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.

Read more

The Contact Center of the Future

Do we really think Artificial Intelligence is going to take out the role of the contact center agent? It already has, but there is no way AI can replace agents completely.

Read More

Buy-In from Agents Builds Buy-In from Executives

Getting buy-ins is everything in CX leadership, so it follows that it would also be the #1 problem that CX leaders struggle with. Today, with the help of Dave Seaton, we will be explaining how to build buy-in and how to appeal to your stakeholders.

Read More

3 Things Your Agents Want from Contact Center Technology Today

The technology agents use is crucial to their performance. But not all tools are created equal. Here are three things agents want from their tech right now.

Read More
Customer Contact Central