Vision Report

Customer Service Unplugged: How To Scale Empathetic Customer Service

Take These Five Actions To Meet The Demands Of Today’s Customer And Agent

July 26th, 2022
Max Ball, Principal Analyst
Max Ball Principal Analyst
With contributors:
Ian Jacobs , Hailey Colin , Tiffany Do , Shayna Neuburg

Summary

In these stressful times, we all need supportive, empathetic customer service. The agents who are charged with providing us this care are also under great stress, making it hard for them to deliver what customers need. To be empathetic brand ambassadors, agents need a supportive work environment where they feel valued and can thrive. Within the contact center, managers need to focus on hiring and indoctrinating the right people, building a supportive environment, focusing on the right measurements, and deploying the right technology. Beyond the contact center, management needs to build relationships with CX, marketing, and other teams to raise the profile of the customer service team.

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