Putting Humanity in Contact Centers
Customer Relationship Metrics
JULY 26, 2017
Pierce, O’Driscoll, Coghlan, 2004). This will enable you to address these root causes, which is likely to have a far more dramatic impact on number of calls handled and average handling times than placing those KPIs on agents’ scorecards. And you can’t script Empathy and have it felt as genuine.
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