Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. We added emotions for a couple of reasons, but one of them has to do with my wife. Let me explain.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. Something people don’t often think about is how much time and effort is spent managing customer emotions. Active listening.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

aircall

FEBRUARY 21, 2018

Customer support can, unfortunately, feel limiting in this way. The repetitive nature of answering phone calls paired with mandatory scripts can lead to mental burnout. For one, scripts are a great tool for training, but they won’t always be appropriate given a caller’s individual case or emotional state.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91