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  • Writer's pictureTamara McKenzie

EP13: Agent Retention & Empowering Your Support Team with Fernando Duarte

We had a very engaging conversation with Fernando Duarte, a seasoned expert in building successful and motivated support teams. We delved into various topics, including accountability, hiring the right people, the impact of AI on support roles, and the importance of work-life harmony in preventing burnout. Tune in to hear more about our fascinating conversation with Fernando and gain valuable insights into creating a successful, motivated support team.

Here are some key insights and takeaways from our discussion with Fernando:

Accountability and Visibility

One of the crucial aspects of building a successful support team is fostering accountability and visibility among support agents. By allowing agents to fail and embracing their failures, leaders can build trust and create a sense of meaning and purpose in their work. This also enables agents to learn from their mistakes and grow stronger in their problem-solving skills.

Hiring the Right People

Hiring and retaining the right people is essential for your support team's success. Fernando emphasizes the importance of soft skills, listening skills, attitude, and asking the right questions during interviews. It is vital to assess whether a candidate is the right fit for the job and whether they possess the necessary skills to thrive in their role.

AI and Support Career Future

With the rapid advancements in AI technology, we discussed its potential impact on support roles and retention. According to Fernando, AI will not eliminate jobs but rather serve as a tool to free up agents' minds and enable them to focus on more complex tasks and challenges. This can open up new opportunities for growth and career development within the support industry.

Work-Life Harmony in Support Teams

Burnout is a common challenge faced by support teams, and achieving work-life harmony is essential in combating this issue. Fernando recommends encouraging staff to disconnect, take breaks, and find balance in their lives. This can help prevent burnout and ensure that your support team remains motivated and passionate about problem-solving.

Leadership Mentoring and Work-Life Balance

Fernando emphasizes the importance of adopting a servant-leader approach when transitioning into management positions. By understanding the team's perspective and being transparent, leaders can make more informed decisions and create a more supportive work environment. Additionally, maintaining a healthy balance between work and life is crucial for both leaders and their team members.


(0:02:00) - Importance of Accountability and Visibility

(0:13:03) - CX Soft Skills and Burnout Prevention

(0:08:00) - Fostering a Culture of Growth and Trust

(0:17:28) - Work-Life Harmony and Management Strategies

(0:21:30) - Strategies for Work-Life Harmony


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