Customer Experience News & Trends

Why you should turn off Desperate Housewives and turn on NFL Sunday

Turn on some football this Sunday and you can probably build stronger relationships with customers.

You’ll build better rapport with customers if you turn off Desperate Housewives and check out the NFL.

Twice as many people watch weekly professional football games as watch any one prime time TV show, according to Susan T. Spencer on

So it’s likely more customers can relate to football small talk than sit-com or TV drama chat.

Contact center agents don’t need to know the sport well to use it to build rapport. Learning some lingo can help. But the best way to connect might be to learn the teams and their hometowns.

Then agents can ask customers who call in from around the country if they’re a fan of the local team and how their team fared over the weekend.

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