Sheri Kendall is today's guest on the podcast to discuss the emerging role of psychological safety is playing in the workplace in general and, specifically in CX.

 

Sheri shares the work of Dr. Timothy Clark and his book "The 4 stages of Psychological safety", and how each stage is needed so that employees feel safe and cared for. As Sheri says "We won't get an agent to care for our customers if they don't feel cared for". In this poignant podcast, Neal, Paul, and Sheri discuss how customer service agents are actually "agents of peace", how being "banished from a tribe can feel worse than a death penalty and why, above all else, kindness really matters.