The front line has been programmed to get a certain output. It might be closing the call within a time frame, a quota of customers in a certain time period, some kind of up-sell or cross-sell goal.
Because we’ve nearly robotized the frontline, there’s a predetermined flow of the conversation that makes it one-sided to the company’s advantage.
Let the front line be human.
Give them the skills for listening and understanding. Help the front line deliver to the customer based on the needs of the customer.
Talk about respect. It is not a myth that if you can solve a customer problem successfully, then you have created a more profitable customer.
Crunch those numbers – maybe it will help you to make your case for the resources, investment and commitment required.