Customer Experience News & Trends

One tactic that’ll help improve listening skills – and it’s kind of fun

Try this fun daily exercise to seriously improve listening skills.

Contact center leaders should encourage agents to listen to talk radio and home in on the details to get better at listening. That’ll help them do a better job of gathering information from customers and resolving their issues quicker.

Listening for key details to an NPR story, for example, can help condition agents to listen for the same kind of information when they’re on the phone with customers later in the day.

Contact center trainers may even record some talk radio news stories (the more in-depth, the better) and play them during training sessions. Then they can quiz agents on what was covered and talk about how to identify important points (rising voice inflection, slowed speech and extra animation).

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