Episode 7 - Being a Call Center Agent Sucks and how we can fix it

I asked an executive if his son would be considering a job in his own call center and you would think I was suggesting his son take a job with ISIS! He was completely disgusted with the question. I don't blame him, the job sucks. It doesn't have to be this way. The thing is, it's not just because of screaming customers, it's largely because of the environment we have created for people in these jobs. For starters, many organizations treat the roles like prostitution with patronizing policies and utter disregard. You can read my post on that here and feel free to call or text me at 4059288185 if you disagree. It is hypocritical to continue talking about the customer experience without devoting the same energy to the Customer-Faacing employee experience. Executive after executive visits their call centers, sits with an agent and walks away with awe, and patronizing remarks like "I can't do that job, those people are heroes." The job doesn't have to be heroic, it only appears that way because most people in call centers do their job on 25 year old technology, that seemingly moves at the pace of a pregnant whale.