In this instalment of the CX24 series, Tom Darnell speaks to Helen Beaumont Manahan about improving the customer experience by first improving the agent experience - find out how this works and why this works on the IRIS Pod.
EX equals CX: Helen explains how BPA quality helps both the customer and the agent have the best experience possible.
AI - a threat or an opportunity?: Tom and Helen discuss contemporary anxieties around AI, exploring the threat posed to agent jobs, but also the value it may add.
Customer connection: Helen touches on the irreplaceable value of human empathy in the relationship between agent and customer.
A phase or a future?: Tom and Helen explain how, in this age of professionalisation and premiumisation in the contact centre industry, a job as an agent is no longer transient but formative.
Vulnerability and resilience: Helen talks about the post-pandemic vulnerabilities of both agent and customer, and the resilience required in the face of such challenges.
Home-working - healthy or harmful?: Do the benefits of staying at home outweigh the costs to culture, cohesion, and personal health?
Professionalism: Tom and Helen discuss the integration of our personal and professional selves - especially when dealing with sensitive or emotional subjects.
Will hysteria or humanity prevail?: As with every CX Trends podcast guest, Tom asks Helen her big predictions for the industry in 2024.
Make sure you listen to it in full on our YouTube channel, or listen on our RSS feed (also available via Spotify and Apple Podcasts).
And don’t forget to keep an eye on future episodes in this series in the coming weeks (and to try IRIS Clarity for free for 7 days!).