Contact Center Workers Need Empathy: Here's How to Teach It
PHOTO: Hanna Morris | unsplash Empathy is often cited as the top skill contact center professionals need to succeed. Empathy helps them understand the many issues customers face, from delivery problems, product not meeting expectations, billing issues and more. The skill comes naturally for some, but others need to learn it. But what is the best way to teach it? Below are five recommendations for the best ways to teach empathy. 1. Use Flexible Teaching Methods âPeople vary in the way they process information. Some people learn best with visuals, others respond to logic or data, and oth...
Source: cmswire.com