Workshop on Diversity | Equity | Inclusion | Belonging

CX Agents: Achieving Service Excellence - A workshop to explore how unconscious bias affects relationship building and delivering service excellence

Moderated by:

Helen Horsham-Bertels, Principal - Bago Consulting LLC

Muriel Watkins, President - MRW Consulting Group International LLC

Inclusivity and unconscious bias are more than trendy terms – they’re real challenges we’re facing at work, within neighborhoods, our families and when we’re engaging with customers. This two-part, interactive webinar was specifically designed to teach CX professionals how workplace bias can impact the interactions we have with teammates and how it can overflow into interactions with consumers. Join your SOCAP peers as we build awareness about the role implicit bias plays in employee/customer engagement during the first workshop - then learn techniques for mitigating bias and strategies for sustaining a culture of inclusivity at the session, one week later. Raise awareness and motivate change within your organization by attending this workshop! 

In this two-part interactive webinar, CX agents will explore unconscious bias, how it affects relationship building and delivering service excellence. The learning objectives are to:

- Understand bias and how life experiences shape our biases
- Develop the ability to acknowledge and closely examine our biases
- Recognize the role that implicit bias plays when engaging with each other and with customers
- Discover the characteristics and skills of an anti-bias mindset
- Embrace the importance of an inclusive team and service culture