Ever wondered how to build a motivated and successful support team? Fernando Duarte, an expert in creating thriving support teams, joins us for an enlightening conversation on fostering teamwork, transparency, and trust. Together, we discuss the significance of accountability, visibility, and cultivating an environment where team members can comfortably learn from their mistakes and grow.
As we continue our chat, we dive into the nuances of hiring for soft skills and transitioning employees from retail or other industries into customer experience and technology roles. Fernando shares his expertise on support agents' susceptibility to burnout and reveals how to challenge them to solve harder problems, ultimately reducing burnout and facilitating career growth.
Don't miss this valuable conversation packed with practical tips and strategies for support team success!
Timestamps
(0:02:00) - Importance of Accountability and Visibility
(0:08:00) - Fostering a Culture of Growth and Trust
(0:13:03) - CX Soft Skills and Burnout Prevention
(0:17:28) - Work-Life Harmony and Management Strategies
(0:21:30) - Strategies for Work-Life Harmony
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