How the call center agent job got so bad w Brian Kearney

Amas Talks Podcast

### Podcast Summary: "Amas Talks - How the Call Center Agent Job Got So Bad"

#### Introduction - **Host:** Amas - **Guest:** Brian, an industry expert focused on improving the lives of call center agents and managers.

#### Key Points Discussed:

1. **Current State of Call Center Jobs:** - Call center jobs have become increasingly difficult and less rewarding. - The guest's report on the industry paints a grim picture, noting poor job satisfaction among agents.

2. **Historical Context:** - Customer service has been evolving since ancient times, with the first recorded complaint dating back to 1750 BC. - The industrial revolution led to the industrialization of various sectors, including customer service, which has negatively impacted the human aspect of the job.

3. **Industrialization of Customer Service:** - The shift towards industrialization has prioritized efficiency, production, and profit over meaningful human interactions. - This has resulted in dehumanized interactions, with agents treated as cogs in a machine rather than individuals providing valuable service.

4. **Impact on Agents and Customers:** - Agents are often forced to choose between adhering to company policies and providing genuine customer service. - This has led to high turnover rates and disengagement among agents, negatively impacting customer experiences.

5. **Customer and Agent Desires:** - Both customers and agents prefer human interactions that feel personal and genuine. - Customers appreciate when agents work collaboratively with them to resolve issues, while agents seek meaningful work where they can truly help customers.

6. **Challenges with Current Solutions:** - Despite advancements in technology and tools, many agents still struggle with inadequate systems and high stress levels. - Efforts to improve agent satisfaction, such as better tools and perks like pizza parties, have not significantly improved job satisfaction or performance.

7. **Future Outlook:** - The guest expresses optimism about the potential for improvement in the industry. - Emphasizes the need for a shift in focus towards enabling agents to be themselves and provide genuine service, which benefits both agents and customers.

#### Conclusion: - Amas and Brian discuss the importance of humanizing customer service jobs and look forward to further conversations on how to solve the industry's challenges. - The episode ends with a teaser for future discussions and a call to listeners to like, subscribe, and share the podcast.

### Closing: - **Amas:** Encourages listeners to stay tuned for more insightful discussions on improving customer service and agent experiences. - **Brian:** Expresses gratitude for the opportunity to share his insights and looks forward to continuing the conversation.