We don’t think of our customer care associates as “reps” in a call center. They provide full CX services as part counselor, part social worker, part problem solver, part mediator, and on occasion, part friend.
At the same time, they are the customer’s advocate at the contact center, through social support, and beyond. They recognize that every call is a call for help. That empathetic interactions make people feel like they matter.
They are trained to listen intently. To hear what is being said, between the words. Because what isn’t said is often more important than what is. They are your reconnaissance team. And more importantly, they represent your brand day in and day out.