Shep Hyken interviews Rowan Trollope, CEO of Five9. They discuss strategies for adapting to a remote workforce and ways to humanize a digital customer experience.
“In the customer service world, the experience that you deliver to your customers is going to start with how you treat your teams—how you treat your own employees. Having compassion for your employees and being authentic with those employees is what’s defining brands right now.”
“Increasingly, customers expect and will do business with the companies that give them the best customer service experience, not necessarily the best product.”
“A lot of working from home comes down to manager trust. If the manager can trust employees to do their jobs and focus on the things that matter, often those employees are going to figure out new and more innovative ways to get their work done.”
Rowan Trollope is CEO of Five9, a leading provider of cloud contact center software for the enterprise. He is a recognized Silicon Valley leader with a depth of experience in software solutions and cloud innovation.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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