Contact Center Coaching

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Can You Train Contact Center Agents in Empathy?

by Susan Preiss in Contact Center Coaching, Susan Preiss

We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly.  Regular readers of our blog know we frequently explore the factors that influence these choices and the overall customer experience and there’s no question agent empathy […]


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Is the Customer Really Always Right?

by Kim Campbell in Contact Center Coaching, Kim Campbell

It may seem outrageous to those in the customer service business, but the answer is most definitely “no.” Nowhere in the call center industry is this more evident than in insurance claims support scenarios. The need for insurance of some description is one of those morbidly certain things in life like death and taxes. Unfortunately, […]


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