CX Director: 2 Non-Negotiables for Contact Center Contracts

Systemizing Empathy: Building a Resilient Call Center Team (Without Burning Them Out) Is your call center caught in a relentless cycle of high agent turnover and low morale? You're not alone. This silent drain isn't just about internal struggles; it directly cripples customer service, impacts your brand reputation, and erodes your bottom line. Many leaders believe that exceptional customer service requires pushing agents to their limits. But what if the opposite were true? What if building a resilient, empowered team *without* burnout was the key to unlocking unparalleled customer satisfaction and sustainable growth? My latest insights dive deep into "Systemizing Empathy: How to Build a Resilient Call Center Team." This isn't just about soft skills; it's about implementing strategic, scalable systems that transform a challenging environment into a productive, people-first operation. Learn how to create processes that foster well-being, empower your agents, and turn a high-stress role into a rewarding career. Discover the actionable strategies that lead to: * Significantly reduced agent turnover * Boosted morale and engagement * Dramatic improvements in customer satisfaction * Direct positive impact on your bottom-line growth Ready to break the burnout cycle and build a thriving, efficient customer service team? #CallCenter #CustomerService #EmployeeExperience #Leadership #Empathy #TeamResilience #HR #ContactCenter #CX #BusinessGrowth #Business,#Management,#HumanResources,#WorkplaceCulture,#CallCenterManagement,#EmployeeWellbeing,#AgentEmpowerment,#BurnoutPrevention,#FutureOfWork,#EmployeeRetention

Bulletproof Your Customer Service Team: How to Fuel Motivation When the Pressure's On Is your customer service team constantly battling burnout and low morale? You're not alone. High-pressure environments often lead to churn, directly impacting your customer experience and bottom line. The truth is, a disengaged support team can erode your brand's reputation and hinder growth. But what if you could transform your team into a highly motivated, resilient force that thrives even when the pressure's on? This isn't just about temporary perks; it's about implementing strategic frameworks that foster intrinsic motivation, effective stress management, and a culture of continuous support. We're sharing actionable strategies to: ✅ Boost team morale and significantly reduce turnover. ✅ Equip agents with powerful resilience tools. ✅ Elevate your overall CX and customer retention. ✅ Turn daily challenges into opportunities for team growth and triumph. Ready to empower your customer service heroes and watch your CX soar? Share your biggest challenge in motivating your team below! 👇 What's one tactic that's worked wonders for you? #CustomerService #CX #CustomerExperience #TeamMotivation #EmployeeEngagement #Leadership #Retention #BurnoutPrevention #SupportTeam #LinkedInForBusiness #Business,#HR,#Workplace,#Management,#ProfessionalDevelopment,#CustomerServiceExcellence,#EmployeeWellbeing,#ContactCenter,#TeamResilience,#ServiceCulture,#FutureOfWork,#EmployeeExperience

I’ve been in a lot of conversations lately around retention of customer support staff and the push to secure quick wins in strategic resource allocation. Especially as companies look to maximize the remainder of this year’s budget and plan for next year. Some consistent themes across the board? 🎯📊 The cost of burnout and attrition of CS staff is high. 🔍🌟 Customers now hold brands to higher expectations than ever. 💰📉 The cost of not delivering fast and accurate service is customer churn. 🧑💼💭 And don't get me started on the shift in the customer acquisition space that companies need to wade through to re-/engage with them again. That’s why Ted Agent Assist has been at the center of many of these discussions. Ted frees up agents to focus on higher-value work instead of just busy work. The kind of work that drives both customer loyalty and employee retention. 📽️ Check out the new video we launched on how Ted delivers on this, down below in comments 👇

5 Habits That Help Me Deliver Excellent Customer Service (Remotely & In-Person) Whether you’re supporting clients online or face-to-face, excellence in service doesn’t happen by chance; it's built on discipline. As a professional focused on streamlining client/customer experience, identifying business needs, and  driving retention, here are 5 habits that keep me consistent and professional: 1️⃣ Active Listening — Not just hearing the words, but diagnosing the underlying need. This is the difference between a quick fix and a long-term client/customer relationship. 2️⃣ Empathy First — It humanizes the interaction and immediately builds trust and rapport. This transforms a tricky moment into a loyal advocate. 3️⃣ Proactive Communication — I live by the rule: Updates prevent frustration. If I know something, the client should know it too, even if it's just, "I'm still working on this!" 4️⃣ Documentation (The "Future Me" Habit) — Clear, concise notes and CRM entries don't just help me; they make handovers seamless and guarantee consistency if another team member steps in. 5️⃣ Closed Feedback Loops — I don't wait for a complaint. I actively solicit feedback after a resolution and confirm how we'll use it. Every critique is a direct path to improving my process. Customer service is not just a position; it’s a mindset that multiplies value in every role. It's the engine of any successful business. Which of these habits is your non-negotiable daily practice? #CustomerService #ClientSuccess #CX #SoftSkills #ProfessionalGrowth #JobSeeker#Remote work

🌱 Your 20s & Customer Relationships Have One Thing in Common I used to hear people say, “Your 20s are for figuring life out.” Back then, I didn’t get it — I thought I was doing fine. But now, things like career direction, purpose, and exposure make more sense. It’s not that I wasn’t okay before — I just wasn’t aware yet. Funny enough, customer relationships work the same way. 👇 💡 At first, you think you know your customers. Then one day, you realize you’ve only been serving them — not understanding them. Real connection starts when awareness kicks in. When you stop assuming, start listening, and grow through feedback — that’s when relationships mature. So whether it’s in life or business, don’t rush the process. Growth takes awareness, patience, and a genuine desire to understand. ✨ Because both in your 20s and in customer experience, clarity comes with growth. #CustomerExperience #CustomerRelationships #EmotionalIntelligence #GrowthMindset #NancyGamePlan #CXStrategy

One thing I’ve learned working in call centers/BPOs is that success always comes down to two things: people and process. When the process is broken, even the best agents can struggle. I’ve seen talented, motivated individuals feel frustrated because they didn’t have the right tools or clear steps to follow. On the flip side, I’ve also seen teams with rock-solid processes fall short when their people weren’t supported, coached, or empowered to make decisions. The magic happens when the two come together: Clear processes that remove friction Empowered people who bring empathy, creativity, and resilience to every interaction. That’s when customer experience thrives, employee engagement grows, and operations actually feel seamless. For me, the biggest reminder is this: you can’t choose one over the other. People and process have to work hand in hand. Curious to hear from others in the industry—have you seen organizations lean too heavily on one and forget the other? #ContactCenter #BPO #PeopleandProcess

🚫 Customer Service Myth-Busting! There are so many misconceptions about working in customer service, so let’s clear a few up 👇 Myth 1: “Customer service is an easy job.” ➡️ Reality: It takes emotional intelligence, patience, and communication skills most people never master. Myth 2: “It’s just answering calls or emails.” ➡️ Reality: It’s problem-solving, relationship-building, and representing the brand’s voice in real time. Myth 3: “It’s a stepping stone role.” ➡️ Reality: Many leaders started in service — because that’s where you learn leadership, empathy, and real customer insight. Customer service isn’t “just support.” It’s the heart of every successful business. ❤️ What’s another myth you’ve heard about working in customer service? 👇 #CustomerService #CX #CustomerSupport #MythBusting

To offer stellar service, whether in customer experience, healthcare, hospitality, finance, or any other sector, a mix of skills, systems, and attitudes is required. Here are the core requirements: 1. Mindset & Attitude Customer-first mentality – viewing every interaction as an opportunity to solve, not just transact. Empathy & patience – understanding customer emotions, frustrations, and needs. Consistency – maintaining the same quality across all touchpoints. 2. Knowledge & Competence Deep product/service knowledge – so customers get accurate, confident answers. Continuous training – staying updated on policies, technology, and customer expectations. Problem-solving skills – ability to think beyond scripts and resolve unique issues. 3. Communication Excellence Active listening – picking both spoken and unspoken needs. Clarity – explaining solutions simply without jargon. Feedback channels – allowing customers to express concerns or suggestions. 4. Systems & Processes Accessibility – easy-to-reach support via phone, email, chat, or in-person. Efficiency – short wait times, seamless handoffs, quick resolutions. Personalization – using data to tailor service to the individual customer. 5. Emotional Connection Respect & courtesy – treating each customer with dignity. Trust-building – keeping promises, being transparent. Recognition & appreciation – acknowledging customer loyalty and feedback. 6. Culture & Leadership Empowered staff – employees who can make decisions to help customers without excessive bureaucracy. Leadership commitment – management that models service excellence. Well-being of staff – mentally healthy, motivated teams deliver better service. 7. Follow-up & Continuous Improvement Closing the loop – ensuring customers feel heard even after the issue is solved. Measuring experience – through surveys, referrals, complaints analysis. Innovation – always seeking ways to improve convenience and delight. ✅ In short: stellar service = right mindset + skilled people + efficient systems + caring culture.

Your customers notice how you treat your team (more than you think). The connection between how we treat our people and what our customers experience isn’t just theory...it’s proven. 👉 𝐄𝐦𝐩𝐥𝐨𝐲𝐞𝐞 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐢𝐦𝐩𝐚𝐜𝐭𝐬 𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐨𝐮𝐭𝐩𝐮𝐭.. A 2021 study by Eagle Hill Consulting found that 64% of employees believe their work experience 𝑑𝑖𝑟𝑒𝑐𝑡𝑙𝑦 impacts how well they serve customers. Yet less than half feel their company truly prioritizes that experience. 🤗 𝐓𝐡𝐚𝐭 𝐢𝐦𝐩𝐚𝐜𝐭 𝐟𝐥𝐨𝐰𝐬 𝐫𝐢𝐠𝐡𝐭 𝐭𝐨 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 Research has shown a causal link between employee engagement and higher customer satisfaction and retention. In fact, brands with highly engaged employees see a 24% higher Net Promoter Score than their peers. 🧠 𝐓𝐡𝐞 𝐩𝐬𝐲𝐜𝐡𝐨𝐥𝐨𝐠𝐲 𝐛𝐞𝐡𝐢𝐧𝐝 𝐢𝐭 When employees feel valued, supported, and heard, they’re more creative problem solvers. Motivation triggers deeper empathy and ownership and customers feel that difference immediately. It’s the essence of the “service-profit chain”: engaged employees → better service → loyal customers. 💡 𝐇𝐞𝐫𝐞 𝐢𝐬 𝐨𝐧𝐞 𝐰𝐚𝐲 𝐈 𝐝𝐨 𝐭𝐡𝐢𝐬 (relevant as we are planning for 2026): Before we finalize (quarterly, annual) priorities, as a team we talk about what’s actually working, and what’s not...from 𝐭𝐡𝐞𝐢𝐫 perspective! My philosophy is simple: 𝑡ℎ𝑒𝑦’𝑟𝑒 𝑐𝑙𝑜𝑠𝑒𝑠𝑡 𝑡𝑜 𝑜𝑢𝑟 𝑐𝑢𝑠𝑡𝑜𝑚𝑒𝑟𝑠, 𝑎𝑛𝑑 𝑡ℎ𝑒𝑟𝑒𝑓𝑜𝑟𝑒 𝑐𝑙𝑜𝑠𝑒𝑠𝑡 𝑡𝑜 𝑡ℎ𝑒 𝑝𝑟𝑜𝑏𝑙𝑒𝑚𝑠… 𝑎𝑛𝑑 𝑝𝑟𝑜𝑏𝑎𝑏𝑙𝑦 𝑎𝑙𝑠𝑜 𝑡𝑜 𝑡ℎ𝑒 𝑠𝑜𝑙𝑢𝑡𝑖𝑜𝑛𝑠. Not only listening to their feedback, but incorporating it, creates an environment of collaboration and engagement that I 𝑘𝑛𝑜𝑤 leads to better customer relationships and outcomes. 𝐓𝐚𝐤𝐞𝐚𝐰𝐚𝐲 Employee success is customer success. Treat your team like your most important customer...give them clarity, tools, trust, and space. They’ll pass that same care forward. 𝐘𝐨𝐮𝐫 𝐭𝐮𝐫𝐧 What’s one thing you’ve done (or could do) to help your team thrive...so your customers benefit too? #Leadership #EmployeeExperience #CustomerSuccess #PeopleDevelopment #PsychologyAtWork

From Call Centers, Service Industry and to Business Ops: The Lesson That Never Changed in 27 years: After 27 years in customer service — from serving tables and bartending, to B2B call centers in telecom, to business development and IT operations — one truth has stayed constant across every role and every industry: Customers want to BE HEARD!!! Early in my career at AT&T during a time where Cingular bought out the Wireless division (Dating myself), I worked with call center reps and later in Quality Assurance. We discovered something powerful while reviewing calls: The best representatives didn’t just fix issues… They listened. • They let the customer finish • They acknowledged each concern individually • They asked, “Is there anything else?” before closing the call • They made the customer feel respected and understood Then, behind the bar, the same rule applied. It wasn’t just about making a drink — it was about getting it right: substitutions, preferences, small details that made the experience memorable. That’s what brings people back. Fast-forward to operations and IT asset disposition: even when we don’t interact with the end user directly, expectations don’t change. Customers should never have to repeat: - their logistics needs - their security requirements - their on-site constraints - what success looks like to THEM When communication breaks down internally, the customer doesn’t think, “Someone forgot to pass along a note.” They think, “They weren’t listening to me.” And that can create distrust fast. Universal Customer Service Lesson: If we want to be seen as experts, we must listen like experts. • Ask strong questions • Capture key details the first time • Document what matters to the customer • Follow through with precision Just because it’s the first time we’re doing something for any company, doesn’t mean it should feel like the first time to the customer. Whether you’re serving food, managing accounts, or overseeing a nationwide operation — excellence starts with listening. Because at the end of the day: Every customer wants to feel understood, valued, and respected. #CustomerExperience #OperationsExcellence #Communication #Leadership #B2B #CustomerSuccess #TeamWork #ListeningSkills