Tag: contact centers

How to Build a More Customer-Centered, Empathetic Workforce thumbnail

When you call customer service you want to know 2 things:  (1) Does the person who picked up your call care about you and your issue? and (2) Are they capable of fixing it? You don’t have to be a customer service expert to know within 20 seconds whether the guy on the other end of the phone cares and is eager to help. When we work with customer service departments, empathy is always identified as a top MIT