The Agent and Company Culture

Watch 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 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