Improving Customer Service Results Through Empowered Agents

Improving Customer Service Results Through Empowered Agents

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Simple tactics for hiring & keeping engaged customer service agents

When was the last time you contacted customer service for help with a product or service? How did the conversation go? Was the customer service agent empathetic and helpful, or did you get transferred around with no resolution?

Stacy Sherman interviews Sean Hawkins, a seasoned leader with proven customer experience and contact center management expertise, to discuss what great CX looks like and how to intentionally empower agents to deliver customer excellence as a competitive advantage.

There is no reason to ever have a bad customer experience, and it’s in your control to get the basics right.

Listen, learn and pay it forward.

Press Play To WATCH the Interview

About Sean Hawkins

“A seasoned leader with a proven customer experience and contact center management track record, people management background, and skills in delivering complex programs and managing projects under timelines. Throughout my career, I have successfully served on several management teams, providing insight, innovation, and advice on how to achieve organization’s strategic objectives and mission. I excel at supervising, training, building, mentoring, and leading staff to maximize productivity and achieve objectives.

Most recently, as the Program Manager North America of Lenovo, I am accountable for the management and relationship of customer support vendors located in several locations across NA. Prior to my position as Program Manager, I was the Group Manager, Global Customer Success of Informa, where I led the customer success team in the design and delivery of a superior support program with the goal of establishing efficient, customer-centric processes.

Being part of multiple teams throughout my career, I have had amazing experiences seeing huge projects come together and living in a constant state of possibility.”

Learn more and follow Sean on Twitter and LinkedIn.

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.