PODCAST
Setting Up Your Customer Care Agents For Success
Feb 13, 2025 | 19m
'Customer issues don’t originate from the support team, but they ultimately make or break the experience.' In this podcast, Derick takes us through the overlooked essentials that empower frontline agents, from effective change management and robust knowledge bases, to leveraging Generative AI for a better customer experience. You'll discover top tools, key skills, and actionable strategies to prevent burnout and boost performance in today’s rapidly evolving landscape.
Learn More About:
- Creating an environment that supports your support team's well-being
- Applications of Generative AI, such as case summarization and agent co-pilot features
- Critical skills needed for customer care agents today, such as empathy and problem-solving
Hosted by Raphael da Silva
Thinkfluencers
Derick Chui
VP, CX Strategy & Innovation | Former Senior Director, Customer Care Strategy & Innovation
Aura | Toast