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Empathy in action: 5 tips for integrating volunteering into your contact center (ft. Complia Health)


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Volunteering and CSR activities have proven to be beneficial in the workplace—but everyone can admit that they’re tough to work into a schedule. Join Megan Trotter (Zendesk), Todd Lienart (Zendesk) and Debbie Cullen (Complia Health) as they give five ways to make CSR work for you and your customers—which ultimately leads to higher QA and CSAT scores, faster ticket resolution, and happier employees.

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Empathy in action: 5 tips for integrating volunteering into your contact center (ft. Complia Health)

  1. 1. 3A TRACK NOW Empathy 
 in Action:
 5 tips for integrating volunteering into your contact center
  2. 2. TRA C K 3A Empathy 
 in Action:
 5 tips for integrating volunteering into your contact center TODD LIENART DEBBIE CULLEN MEGAN TROTTER Director, 
 Social Impact Zendesk Chief Customer Officer Complia Health Director, Social Impact Zendesk
  3. 3. •Associate maintains or proactively adjusts their tone appropriately •Associate’s personal voice is appropriate for issue resolution •Associate acknowledges customer concerns or frustrations, when needed •Associate manages or resets customer expectations appropriately •Associate’s tone is consultative rather than transactional TRACKING 
  4. 4. Millennials want you to change your contact center culture *2017 Cone Communications Study Won’t work for an employer who doesn’t have a Social Responsibility Program Consider a company’s Social Responsibility program when deciding on a job * Reduced turnover for employees who engage in volunteering and donating** 76% 57%62% ** Benevity Study
  5. 5. Five things you can do 01 Think global, but act local 02 Schedule volunteering in “waves” 03 Get the right tool to help you 04 Create a culture of volunteering 05 Track key metrics in Zendesk to prove its effective
  6. 6. 50
Million Think global,
 act local
  7. 7. Finding your local volunteer opportunity Search for organizations to partner with through VolunteerMatch, Google Map Search, and ask your employees. 1 2 Vet your nonprofit partners. Discuss the exact volunteer experience, invite the organization onsite for a lunch 
 and learn. Do a test volunteer activity. 3
  8. 8. Schedule volunteering in waves Frequency: Once every two months Help seeking list Empathy building Sorting clothes Serving food Harm reduction kits Tutoring kids Painting a school Big Brothers Big Sisters Beach clean up ASPCA (Animal Shelter) Foodbank Habitat for Humanity Holiday drives Holiday Gift Delivery
  9. 9. I don’t have any extra money, but I do have some time/resources and a big team I have neither :( Do you have this? Zendesk Volunteer Portal Spreadsheet template If so, do this! Choose a way to track/manage your program I have money for this, but not a lot of time
  10. 10. Zendesk Volunteer Portal Demo’s at booth:
  11. 11. Create a culture of volunteering Integrate this philosophy into your life Do something that offers wide appeal Make a big deal about doing good things Make the effort to get to know your staff Know Yourself: 
 What are you passionate about
  12. 12. Zendesk Reporting To help you track effectiveness • CSAT (by agent) • Average Touches by Ticket, by Agent Inside Zendesk • Quality Assurance Scores (Yes/No questions) • Agent Retention Outside Zendesk
  13. 13. FAQ • Are your employees paid to volunteer? • Do your employees volunteer during work hours? • How do I convince my company to promote these initiatives? • When should I start?
  14. 14. Recap slide Employee 
 Volunteering More Empathetic 
 Agents Happy 
 Customers = +
  15. 15. #zendeskrelate @zendesk 3A TRACK Thank you