10 Tips to Make ’Em Love You in the New Year

7. Help the frontline listen. The frontline has been programmed to get a certain output. Sometimes this means closing the call within a time frame; often it includes some kind of upsell or cross-sell goal. We’ve robotized our frontline to the customer all over the world. Let them be human; give them the skills for listening and understanding, and help the frontline deliver to the customers based on their needs. It’s not a myth that if you can solve a customer problem successfully you have built a more profitable customer. Crunch those numbers — maybe it will help you to make your case for the resources, investment and commitment required.