How to Create a Culture of Listening - An Interview with Audible
What does it really mean to listen? In the world of customer contact, never has it been more important to create service experiences that resonate with the customer on a genuine, human level. In conversation with Tom Vickers, UK Customer Service Country Manager for Audible, we explore how the audio entertainment brand is creating a culture that enables its agents to initiate and engage in natural interactions through the art of listening. Download this exclusive content piece to uncover:
- How, as an Amazon company, Audible makes its ‘customer obsession’ a reality
- How Audible’s agents are relearning the rules of customer interaction in favor of a human-centric approach
- How to bridge the cultural differences that can occur with the use of offshore customer contact centers
- Why traditional KPI’s should be exchanged for more subjective measures of success
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