Comments on: Developing empathy in the call centre http://www.callcentrehelper.com/developing-empathy-in-the-call-centre-2077.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Andy Evans http://www.callcentrehelper.com/developing-empathy-in-the-call-centre-2077.htm/comment-page-1#comment-11131 Andy Evans Tue, 24 Mar 2009 10:26:53 +0000 http://www.callcentrehelper.com/developing-empathy-in-the-call-centre-2077.htm#comment-11131 I agree totally with the key points of this article. We work with many companies to assess the quality of their customer experience. Rapport and empathy are almost always the areas that cause most difficulty, and we've done a lot of work to drill down into observable behaviours around them. But at the end of the day agents need to see models and examples, and be inspired to follow them. I agree totally with the key points of this article.

We work with many companies to assess the quality of their customer experience.

Rapport and empathy are almost always the areas that cause most difficulty, and we’ve done a lot of work to drill down into observable behaviours around them.

But at the end of the day agents need to see models and examples, and be inspired to follow them.

]]> By: David Chisholm http://www.callcentrehelper.com/developing-empathy-in-the-call-centre-2077.htm/comment-page-1#comment-3037 David Chisholm Fri, 19 Sep 2008 10:59:44 +0000 http://www.callcentrehelper.com/developing-empathy-in-the-call-centre-2077.htm#comment-3037 At Alivox we have been promoting the use of empathy between caller and agent by matching their Accents during inbound call routing. At Alivox we have been promoting the use of empathy between caller and agent by matching their Accents during inbound call routing.

]]> By: ntu2ko http://www.callcentrehelper.com/developing-empathy-in-the-call-centre-2077.htm/comment-page-1#comment-3008 ntu2ko Thu, 18 Sep 2008 17:48:12 +0000 http://www.callcentrehelper.com/developing-empathy-in-the-call-centre-2077.htm#comment-3008 im starting my own call centre training close corporation, to improve current call centre agents score and productivity of the company as a whole. your suggestions would highly be appreciated. thank you im starting my own call centre training close corporation, to improve current call centre agents score and productivity of the company as a whole. your suggestions would highly be appreciated. thank you

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