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One Call Doesn’t Make a Trend: Lessons in Listening from Roger Lee
Speechless: Lessons From the Frontlines of Customer Experience
In this episode of Speechless, I dive deep into the art of listening with Roger Lee, a veteran in the customer experience realm. Together, we explore why one call doesn’t make a trend and how critical it is to identify underlying issues beyond individual interactions. Roger shares insights from his extensive career, emphasizing the importance of gathering meaningful data and using it to drive organizational change. We discuss the balance between ensuring positive employee experiences and delivering exceptional customer service, as well as the transformative role of AI and analytics in modern contact centers. Join us for a conversation that will leave you with valuable lessons on effective communication and the power of proactive customer engagement. Tune in to discover how to turn insights into impactful actions.
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