Improving Customer Service Results Through Empowered Agents
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.
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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.”
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.