In this episode, Paul and Ken talk about what it takes to give great customer service, how to instil this with your people, and develop a culture of compassion, caring, and empathy. This episode came about due to Ken’s article on Linkedin, ”Contact Center Transcendence - A Skill, A State of Mind, A Culture”. Where Ken makes the case that your people need to be happy in order to consistently give good customer service, “Happy agents equal happy customers; oh and, just one agent in a bad mood can damage over one hundred customer relationships during an eight-hour shift.”