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

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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:

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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:

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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

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