REMEMBER TO SAY‘ THANK YOU’ FOR THEIR CONTINUED COMMITMENT TO ACHIEVING CUSTOMER SERVICE EXCELLENCE.
FROM THE INDUSTRY
Ask“ What difference did one person make in this exercise?”( Try to get them to explain why they should adhere to their schedule.)
Add that THEY are that one powerful person in their own call center. When you do something that is not scheduled, it has a direct impact on utilization and adherence, which in turn has a direct effect on the customer.
Ask for additional questions, and close.
JIM IYOOB
President, ETSLabs
Implementing " Customer Voice Amplification " During Customer Service Week 2019 In my experience, most Customer Service Week initiatives fade by the following Monday. That ' s why in 2019, I launched something different at our 3,400-agent operation that created lasting change.
We called it " Customer Voice Amplification." Instead of the usual pizza parties and recognition ceremonies, we recorded actual customer calls where our agents delivered exceptional service. Not the scripted testimonials marketing usually produces, but real conversations where agents solved complex problems, showed genuine empathy, or went beyond policy to help someone.
Here ' s what made it stick: We integrated these recordings into our ongoing training curriculum and monthly team meetings. New hires now hear these real examples during onboarding. Supervisors reference specific moments when coaching agents through similar situations.
The breakthrough came when we started tracking " Voice Moments " throughout the year. Agents began submitting their own examples of meaningful customer interactions. Quality assurance evolved from just scoring calls to identifying moments worth sharing across the organization.
Customer Satisfaction scores increased from 82 % to 91 % that year and more importantly, voluntary turnover dropped by 23 %. When agents see their work making a genuine impact on real people, engagement naturally follows.
This approach has informed much of the research we ' re conducting at ETSLabs, and Etech Global Services Company www. etslabs. ai around human-AI collaboration in customer service. We ' ve found that the most successful AI implementations start by understanding and amplifying these authentic human moments rather than trying to replace them entirely.
AFTER THREE DECADES IN THIS INDUSTRY, I ' VE LEARNED THAT SUSTAINABLE CHANGE HAPPENS WHEN YOU HONOR HUMAN EXCELLENCE FIRST, THEN BUILD TECHNOLOGY AROUND IT.
--JIM IYOOB
The lasting impact wasn ' t the initial recordings. It was creating a systematic way to capture, share, and learn from authentic customer interactions year-round. We turned Customer Service Week from a one-time morale boost into a catalyst for operational transformation.
After three decades in this industry, I ' ve learned that sustainable change happens when you honor human excellence first, then build technology around it. That ' s the foundation of how we ' re building the future of enterprise AI at ETS Labs- by ensuring every innovation amplifies rather than diminishes the moments that matter most.
MARK PEREIRA
Trainer and On-Site Manager
Something that really impacts agents is a handwritten card or postcard from their immediate supervisor or manager. However, the note must be specific to the agent to make an impact, such as“ Thank you for all your help mentoring the new trainees,” or“ I appreciate you working overtime to clear out the queue last Thursday when we were short-staffed.”
REMEMBER TO SAY‘ THANK YOU’ FOR THEIR CONTINUED COMMITMENT TO ACHIEVING CUSTOMER SERVICE EXCELLENCE.
--RYAN HOLLENBECK
MIKE AOKI
President, Reflective Keynotes Inc.
Celebrate Customer Service Week by asking agents with top CSAT scores to share their best customer support tip. Share their insights at a team meeting, in your knowledge base, or on a Microsoft Teams chat. To further highlight success, spotlight one tip each day during Customer Service Week, such as one agent ' s advice on handling refunds. This both recognizes high performers and spreads practical skills across your team.
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