Exchange Thanks Contact Center Associates During Customer Service Week
Working as an Exchange customer service agent can be tough, and with the COVID-19 pandemic, the job has gotten even tougher.
“Our agents resolve problems, so they already deal with a lot,” said Contact Center Manager Sedric Thomas. “It can be a difficult job, especially with us now being short-staffed, having an increased volume of e-commerce orders and other challenges arising from the pandemic.”
On Oct. 7, contact center and escalations team managers will thank agents for their hard work with a virtual celebration featuring games, giveaways and more. The activities will be hosted in honor of Customer Service Week, a nationwide celebration of frontline service professionals held Oct. 5-9.
“We want the team to know how much we appreciate everything they do to take care of our customers,” Thomas said. “Along with in-store associates, they are the face of the mission, so we want the team to know how important their work is.”
In past years, managers organized in-person activities, including team lunches, at Exchange headquarters. With the pandemic necessitating that agents work from home, this year’s events will be held over Microsoft Teams. To bring the physically distanced associates closer together, agents will be encouraged to post pictures of their at-home workspace to the contact center Teams chat throughout the week.
The celebration will be staggered into eight sessions, giving each associate an hour away from the phones to interact with managers and fellow agents in a relaxed, fun environment. Activities on deck include karaoke, trivia, bingo, Scattegories, Pictionary, charades, 3 About Me and more. Managers will also mail complimentary Exchange-branded fleece jackets, as well as snacks and candies to enjoy during the events, to all members of the contact center team.
“We have about 200 people on our team, and with the current situation we don’t get that time together in person anymore, so this will be a good way to keep everyone engaged,” Thomas said. “Members of this team really make a difference to our customers, so we want to make sure they get the recognition they deserve.”
Founded by the Customer Service Group, Customer Service Week is a yearly celebration going back more than 40 years. The celebration is recognized in all 50 U.S. states and more than 60 countries. To learn more about Customer Service Week, visit CSWeek.com.