Audiobook

The Engaged Agent

A Leader's Playbook for World Class Customer Service

33 chapters · 90,500 words · about 603 min listen

1. 01Your Team Sounds Like YouChapter 1 · 2,312 words · ~15 min→
2. 02What Engagement Actually Is (and What It Is Not)Chapter 2 · 2,596 words · ~17 min→
3. 03The Numbers Behind the FeelingChapter 3 · 2,432 words · ~16 min→
4. 04Building the Team CharterChapter 4 · 2,305 words · ~15 min→
5. 05What CSAT Really MeasuresChapter 5 · 2,085 words · ~14 min→
6. 06The Seven Drivers That Move the ScoreChapter 6 · 2,247 words · ~15 min→
7. 07The Peak End Rule on a Service CallChapter 7 · 2,996 words · ~20 min→
8. 08Effort Is the Silent Score KillerChapter 8 · 3,447 words · ~23 min→
9. 09Detractors, Passives, and the Recovery WindowChapter 9 · 1,992 words · ~13 min→
10. 10Running a Real CSAT Improvement CycleChapter 10 · 2,232 words · ~15 min→
11. 11Personalization, the Fastest Path to RapportChapter 11 · 3,300 words · ~22 min→
12. 12Empathy, the Skill Everybody Claims and Few PerformChapter 12 · 2,040 words · ~14 min→
13. 13Listening That the Customer Can HearChapter 13 · 2,752 words · ~18 min→
14. 14Tone, Energy, and Not Sounding MundaneChapter 14 · 3,340 words · ~22 min→
15. 15Ownership LanguageChapter 15 · 3,320 words · ~22 min→
16. 16The First Fifteen SecondsChapter 16 · 2,271 words · ~15 min→
17. 17The Middle Without DriftChapter 17 · 3,697 words · ~25 min→
18. 18The Strong CloseChapter 18 · 2,220 words · ~15 min→
19. 19The Iceberg, Escalation and De-escalation That Actually WorksChapter 19 · 4,078 words · ~27 min→
20. 20Onboarding and Nesting, Where Performance Is Actually DecidedChapter 20 · 2,844 words · ~19 min→
21. 21Coaching Is a Cadence, Not an EventChapter 21 · 3,663 words · ~24 min→
22. 22Coaching the Agent Who Is Failing QAChapter 22 · 2,200 words · ~15 min→
23. 23Coaching Up, Not Coaching OutChapter 23 · 2,668 words · ~18 min→
24. 24Digging for Root CauseChapter 24 · 2,832 words · ~19 min→
25. 25The Turnaround PlanChapter 25 · 2,820 words · ~19 min→
26. 26Making QA Fair Enough to TrustChapter 26 · 2,004 words · ~13 min→
27. 27Recognition That Actually LandsChapter 27 · 3,653 words · ~24 min→
28. 28Service Beyond the Phone CallChapter 28 · 3,076 words · ~21 min→
29. 29Leading When Automation Handles the Easy HalfChapter 29 · 2,920 words · ~19 min→
30. 30Coaching a Team You Cannot SeeChapter 30 · 2,788 words · ~19 min→
31. 31Making the Case UpwardChapter 31 · 2,818 words · ~19 min→
32. 32Burnout, Spotting It, Sourcing It, and Stopping ItChapter 32 · 3,653 words · ~24 min→
33. 33Change LogChapter ange-log · 899 words · ~6 min→

The Engaged Agent · Ramon Lyles · © 2026