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How to Train Your Call Center Agents to Exercise Empathy


Over the lockdown period, the public turned to their phone lines looking for human support, but instead found contact centers overwhelmed and in disarray, with little time to exercise the comfort and care that today’s consumers want. Agents should exercise intuition for each unique interaction, rather than blindly following a script.

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The Critical Steps to Ensure Your Program Is Not Seen As Something Soft and Fluffy

Beyond Philosophy

Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. People think that the exercise is the answer to everything that’s wrong (or right) with Customer Experiences.


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How to integrate Customer behavior into your journey maps to gain ROI

Beyond Philosophy

Journey Maps can be useless exercises. 37:00 We share our final tips and key takeaways from this exercise and how it should help you have a more complete picture of the customer journey. __ Did you know we have a YouTube Channel too? That’s right…we said it. Check it out here. Connect with Colin on LinkedIn HERE.

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How to Avoid Roadblocks to Great Customer Service


This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. This is similar to an exercise that we do in our customer service workshops. What responses you get from Diane’s question or our workshop exercise will vary. Some answers will be major “aha!”

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Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. Emotional Intelligence provides a framework for understanding and managing human emotions. Learn how to name emotions instantly with a practical emotional model.

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Quality Management Should Not be Seen as a Tick Box Exercise, but Rather as a CX Value Driver


The post Quality Management should not be seen as a tick box exercise, but rather as a CX value driver appeared first on Business Process Outsourcing Services | Merchants CX SA.

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Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

It isn’t easy to develop training programs, implement exercises to keep your audience entertained, and make sure all the correct […]. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and industry.