Articles about empathy

Customer Experience Management (CEM) is one of the latest buzz words to be used in the industry.  But what does it really mean?  Richard Snow shines a light on the subject.

As anyone will tell you, customer surveys are vital in gaining insight into your customers’ perceptions of your product, brand or service.
But getting it right can be quite tricky.  We have asked our panel of experts for their tips.

We all know that motivated staff work better and harder.  But how do we ensure our staff are always motivated?  Here are a few tips.

In advance of our Call Scripting Webinar next week, Martin Hill-Wilson tells us how a great script remains invisible to the customer throughout an interaction.

We have already looked at the Top 25 positive words and phrases so we thought with speech analytics and emotion detection being in the spotlight, we would look at the key words and phrases that customers use to express their dissatisfaction.
This might help with agent training….

There has been a lot of hype recently about emotion detection.  Many people have been unsure of how well it works, or if it even exists!
We asked our panel of experts for their opinion.

Managing customer expectations is important, exceeding them is critical.
Many customers only experience a brand when they interact with a contact centre agent. Jaime Scott provides six steps about how to do this.

In an era of pre-written scripts, tight procedures, strict call times and intelligent software, it’s difficult to avoid “robot syndrome”.  Tom Robinson examines, how we can stay as ‘fresh as a daisy’…

When making redundancies, employers try to do so with the minimum cost and disruption to their operations. They often ignore the fact that the people left behind are, arguably, more important than those leaving.  Simon Rustom provides some advice on how to avoid ‘Survivor Syndrome’.

Remember being sent off to another country for a language exchange?  Here is the example of another company that is doing this with two of its call centres.
Could we all benefit from a period of time in another call centre?  Jonty Pearce investigates.