... CALL CENTER AGENTS MUST BRIDGE LINGUIS- TIC AND CULTURAL GAPS TO CREATE A SEAMLESS, HUMAN-CENTERED EXPERIENCE.
FRAMEWORK OF CULTURES FIGURE 1
Adapting to language and cultural context isn’ t just an advantage: it’ s essential for delivering meaningful, effective customer interactions.
Whether assisting a Spanish-speaking parent from Indiana, an elderly caller from the rural South, or a business executive from Tokyo, call center agents must bridge linguistic and cultural gaps to create a seamless, human-centered experience.
This is a complex topic requiring a deep understanding and distinct training. So, I’ ve decided to split this article into two parts, with Part 1, in this issue, explaining cultural adaptation in the contact center and Part 2, in the next issue, covering how to train agents on it.
CQ: SHAPING HUMAN CONNECTIONS
What Andy demonstrated was cultural intelligence, also known as cultural quotient( CQ), which is the ability to recognize, understand, and adapt to different cultural contexts to communicate effectively and build trust.
COACH’ S CORNER
... CALL CENTER AGENTS MUST BRIDGE LINGUIS- TIC AND CULTURAL GAPS TO CREATE A SEAMLESS, HUMAN-CENTERED EXPERIENCE.
FRAMEWORK OF CULTURES FIGURE 1
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