Fi is a New York-based company whose smart GPS collars are for smart dog owners. Their philosophy is “impossible means let me find a way.” Arielle Yoder joins Niclas & John to chat accessibility for employees & customers, the impulse to automate, and Denver airport.
Knowledge is power, so listen to learn! But you can also get a taste by scrolling down to read the highlights.
Who is Arielle?
Arielle Yoder is Fi’s Customer Experience Quality Manager. She works hard at work to make everyone feel part of the pack; she works hard outside of work to bring niche sci-fi shows back from obscurity.
Who are Niclas and John?
Niclas and John are two of Klaus’ conversational experts. Niclas likes to philosophize about ghosts, John likes to avoid them entirely.
Arielle’s Training Tips*
*for customer service leaders, not dogs
- You have to actually be invested in your support team’s feedback.
For agents to feel empowered, to feel like their voice matters, and like they’re a part of a collaborative process, you have to move beyond lip service and actually put actions in place to make your team feel heard.
- Be transparent with your training.
Make sure that when new processes roll out, people actually understand the reasons behind them instead of, ‘this is what we’re doing now – get used to it’.
Snippets from their chat
On whether or not quality and response time are enemies:
On making QA accessible:
On showcasing agents’ work: