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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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Customer experience starts with the people on the frontlines. The companies seeing the strongest results are the ones investing in their contact center agents.
In this episode of The Workforce Advantage, host Tim Dupree speaks with Shonda Deckelman and Candace Ewens of KellyConnect. Fresh from CCW Week, the largest conference in the contact center space, they share practical insights on how agent support, trust, and empowerment lead directly to stronger customer relationships.
They discuss what agents say they need most, how leaders can build high-performing teams through listening and inclusion, and the measurable outcomes that follow when agents feel confident and valued. This conversation is a clear look at what it takes to strengthen customer experience from the inside out.
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Presented by Kelly
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