From the course: Customer Service: Working in a Customer Contact Center
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An effective mindset for contact center agents
From the course: Customer Service: Working in a Customer Contact Center
An effective mindset for contact center agents
- Being a contact center agent comes with its own set of challenges. Some things just come with the territory. For example, you lack direct control over a number of things in the work environment, such as staffing levels or when contacts arrive. You interact with dozens of customers every day, but need to handle each one in a manner specific to that individual. Each needs to know you're focused on them. And some customers can be pretty challenging. You'll need to adapt to frequent change: changes in technology and products, procedures, and others. And let's face it, they're going to be days that are more challenging. You may not feel real well, or maybe you're worried about a loved one or a situation at home, or you're just a little off. That happens to all of us. I want to share a quote from someone you've probably heard of. He once said, "Each morning when I open my eyes, "I say to myself: I, not events, have the…
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