“Forgiveness is easier than permission…”
This informal chat was inspired by an off-the-cuff remark Dave made that “Forgiveness is easier than permission”.
It struck Sentient Machines CEO & Founder, Dr Danica Damljanovic, as a deep insight into achieving optimal customer excellence, derived from decades of experience.
During the session Dave and Danica asked:
How do you achieve true excellence and transformation in your call centre when agent performance and QA are often measured subjectively?
How important is employee happiness and does it impact customer churn?
How do you detect hidden trends and opportunities for growth within thousand of conversations?
How do you balance what is right vs. an intransigent process that just ticks boxes with no sentiment?
What role can AI play in achieving optimal call centre excellence with a human face?
Highlights:
The concept of ‘forgiveness over permission’ and its role within call centres
Why mistakes are important part of agent training
Employee happiness and its impact on customer satisfaction
Authentic vs. performative happiness from service desk agents
How to approach the adoption of new technologies within call centres
Dave on his preferred KPIs when it comes to measuring the performance of call centre agents
How COVID-19 has permanently changed call centres
Dave offers a prediction on the future of customer service
Watch the full discussion below: