The word ‘no’ is often painted as a bad word in the customer contact space. In a world of customer-centricity and customer obsession, it seems that brands are working to build customer relationships and satisfy their every need.

But, this culture is not the default - so many agents are often trained in an environment where ‘No’ feels like the only option. Afraid of making waves, agents are comfortable sticking to policy and not breaking script.

Erin Gray, SVP of Customer Experience at Endy, Casper Canada, is working to empower her team to break away from this standard. With the right insight and reassurance, agents can feel more comfortable saying yes and going above and beyond for customers. By unlearning bad CX habits and giving agents the tools they need to thrive, organizations will be in the position to deliver the highest caliber support. 

In this session we will cover:

• Strategies for empowering employees to unlearn bad CX habits
• Tips for surprising and delighting your customers in 2024
• Insight on proactive customer service and leading by example