Increasing Empathy In The Contact Center - Kevin Zyskowski - Conversations That Matter - Episode #39 Conversations That Matter, A Podcast From Uniphore podcast

Conversations That Matter, a podcast from Uniphore « »

Increasing Empathy In The Contact Center - Kevin Zyskowski - Conversations That Matter - Episode #39

2y ago 32:03

Uniphore에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Uniphore 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

Can having no negative feedback be a bad thing? Today’s guest shares why he thinks so. He’s brought his expertise to Wendy’s, JP Morgan, and Progressive Insurance. Kevin Zyskowski is the Founder and CEO at CertainlyCX. On this week’s episode, Kevin and Randy explore the myth that no negative results mean your customers are happy and share ways that customer support agents can better connect with the customers they help.

Takeaways:

CX Myth: “If I don’t have any negative customer satisfaction results, all my customers are happy.”
You want your customer support agents to empathize with the customers they are helping. Ask them the question “what if it was a family member on the phone who had this issue, how would you help them?”
You need to know your numbers before approaching an executive with something you want to be prioritized. How often is this happening, what’s the severity, and what is the cost to the organization?
A good-looking deck with a simple concise message goes a long way.
When trying to implement technology into the enterprise, the decision makers will want to know the ROI, cost to implement, setup times, and alternatives.
As a customer support agent, it is important to understand that you are helping people who are unable to help themselves in that situation.
A negative review can sting, but it means your customer cares about you enough to bring it up.

Quote of the Show:

“We're helping those people that can't help themselves in that particular situation.” - Kevin Zyskowski

Links:

LinkedIn: https://www.linkedin.com/in/kevinzyskowski/
Website: https://certainlycx.com/

Ways to Tune In:

71 에피소드

Takeaways:

CX Myth: “If I don’t have any negative customer satisfaction results, all my customers are happy.”
You want your customer support agents to empathize with the customers they are helping. Ask them the question “what if it was a family member on the phone who had this issue, how would you help them?”
You need to know your numbers before approaching an executive with something you want to be prioritized. How often is this happening, what’s the severity, and what is the cost to the organization?
A good-looking deck with a simple concise message goes a long way.
When trying to implement technology into the enterprise, the decision makers will want to know the ROI, cost to implement, setup times, and alternatives.
As a customer support agent, it is important to understand that you are helping people who are unable to help themselves in that situation.
A negative review can sting, but it means your customer cares about you enough to bring it up.

Quote of the Show:

“We're helping those people that can't help themselves in that particular situation.” - Kevin Zyskowski

Links:

LinkedIn: https://www.linkedin.com/in/kevinzyskowski/
Website: https://certainlycx.com/

Ways to Tune In:

들어볼 가치가 있는 팟캐스트

Conversations That Matter, a podcast from Uniphore « »
Increasing Empathy In The Contact Center - Kevin Zyskowski - Conversations That Matter - Episode #39

Increasing Empathy In The Contact Center - Kevin Zyskowski - Conversations That Matter - Episode #39

들어볼 가치가 있는 팟캐스트

모든 에피소드

플레이어 FM에 오신것을 환영합니다!

빠른 참조 가이드