Even in the toughest situations, your agents should handle every customer interaction with grace and compassion. What's the best way to do that? Well, if you're Sheri Kendall, you show your agents just that while you're coaching them. We're excited to bring back our resident training expert in this discussion where we'll highlight the benefits of coaching your agents with compassion.

[4:44 - 6:13] The employee experience is the beginning of everything, and the first part of the employee experience is a commitment to their whole human self. We need to start by lighting up the brain and finding out what matters to them in the workplace. After we’ve accomplished that, you can create a  coaching plan, like coaching with compassion. 

[11:59 - 14:32] Since business has taken a massive shift to being online, there need to be ways of having compassion with those who aren’t in the room. Even though it’s weird, a big part of this is making sure that when you are online, you have your camera on! If your goal is to build a connection, then being on camera is the correct move to make. 

[16:45 - 17:35] While the culture of making space for psychological safety is important, it’s Sheri’s mission to remind you that you matter! You can make a difference wherever your seat is. We don’t have to wait for the people at the top to make the change. 

[22:08 - 25:01] What we are not saying here is that compassion replaces business outcomes as the main goal. What we are saying is that one of the main ways of accomplishing the business outcomes that every business is looking for is by making sure that your employees feel compassion. It is our moral obligation to make sure that we are developing our employees.  

As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.