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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