Today we are talking with Kenny Middlebrooks, the Director of Customer Service at Mckesson. We discuss how Kenny has been able to handle customer experience transformation with the right people and getting them to go in the right direction, and then we talk about balancing that process and empowering the agents to be able to grow and even fail in order to experience growth, or helping them know when to break a rule when they need to break a rule. Recording new things and issues your teams run into will help things improve greatly as you’re able to go back, figure out what’s wrong, and resolve those issues.

About Kenny’s time with Mckesson 1:51
Customer experience transformation with the right people and direction 5:29
Balancing process and empowering agents 9:11
Technology 14:01
Phone trees 16:21
Artificial Intelligence 17:49
Don’t make it too complicated 21:47

“If you don’t feel so comfortable doing something, we have different variables of assist, whether it be chat, assist lines, those kinds of things that will give them the benefit of having that extra expertise along with them when they wanna do certain things. But a lot of it has to do with how do they know when to break a rule when they need to break a rule?” 9:57