Beyond Philosophy
AUGUST 1, 2019
In brief, we changed how we assessed and plotted the customer journey from beginning to end in our Journey Mapping exercise by including emotions in the mix. We added emotions for a couple of reasons, but one of them has to do with my wife. It is the same exercise with customers. Let me explain.
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.
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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.
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.
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.
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