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Top Takeaways:


“When we think about customer experience, we’re always thinking about the customer and not about the agent’s experience working in the contact center.” “Call center abuse caused by customers is happening and is something that companies should be more aware of.” “Companies need to realize just how valuable customer service employees are because they represent the front-line of the brand.” “An agent that has just experienced customer abuse usually takes 30-40 minutes to mentally recover, yet is expected to move on to the next call with an upbeat and positive attitude.”


Eric Williamson is CallMiner’s Chief Marketing Officer, with more than 20 years of experience in both technology and consumer product marketing. Eric oversees all global marketing functions from brand and events, to demand generation as CMO of CallMiner. 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:

  1. How to handle bias and discrimination from customers?
  2. How to act when customers are angry and upset?
  3. What to say when dealing with angry customers?
  4. How to help employees who experience customer abuse?
  5. How to monitor customer interactions in the call or support center?

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