Last updated on
2024年9月19日
Your call center team faces difficult customers. How do you ensure they stay empathetic and efficient?
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Curious about nurturing a compassionate yet productive call center? Share your strategies for keeping your team both empathetic and efficient.
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I remember a time when we were striving to find that balance between empathy and efficiency in our call center. We started by integrating soft skills training, focusing on active listening and empathy, which allowed agents to truly connect with customers. At the same time, we implemented process improvements like automation for routine tasks, freeing up agents to spend more time on complex calls. By blending these two approaches, we maintained a high level of compassion while keeping the workflow productive. The result? Happier customers and a more engaged team.
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