We all want a better CX, and doing that means we need to improve the tone of how we are interacting with customers.   I have seen it many times when a customer calls a contact center and gets the desired outcome they needed, but because the tone was off on the call (indifference, bad word choice, talking over the customer...) the customer left the call with a negative feeling about the call and the company. On the flip side, great customer service agents can make a customer feel good even if they can't help with the desired outcome (think policy or procedure of the company) leaving the customer to still think highly of the agent and the company. How?  It starts with Tone. The Tone is the Message. In this episode we talk about: 1. Hiring for Tone 2. Training for Tone 3. How to Measure Quality/Tome 4. Importance of Incentivizing the Tone of your Agents 5. Calling out Great Tone on your Floor. For the last 15 minutes, we opened the floor up to questions in Linkedin live and answer lots of questions on this! Observe.AI is the fastest way to boost contact center performance with live conversation intelligence.  Learn more about the leading conversation intelligence for contact centers at Observe.AI. Follow Tom: @tlaird_expivia Join our Facebook Call Center Community: www.facebook.com/callcentergeek Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/ Follow on TikTok: https://www.tiktok.com/@callcenter_geek Linkedin Group: https://www.linkedin.com/groups/9041993/ Watch us: Advice from a Call Center Geek Youtube Channel