Begin planning your schedule by browsing the list of sessions and activities, filtering by pass type, track and type of session. Additional sessions will be added on an ongoing basis, so check back frequently!
Pre-Show BONUS: Writing to Customers? Empathy is as Important as Accuracy
Leslie O'Flahavan (Founder, E-WRITE)
Location: Zoom Link
Date: Wednesday, September 29
Time: 1:00 pm - 3:00 pm
Pass Type: Digital Standard Pass - Get your pass now!
Track: Drive Customer Experience
Session Type: Session
Vault Recording: TBD
Whether they're angry, curious, satisfied, or searching for compensation, customers need to be convinced that we understand and care about them. They need our empathy. When we fail to show empathy, customers resist our solutions, insist on escalations, and contact us repeatedly. When we lack empathy, our customer service responses damage customers' rapport with the brand. Plus, showing empathy is a form of decency. We owe our customers decency and kindness. It's the right way to behave.
As a contact center manager, you've probably given your agents lots of toolstemplates, knowledgebase articles, softwareand plenty of training to enable them to write accurate responses to customers. But have you also devoted equal time to help them develop, and express, empathy in their responses?
Because customer service work can be stressful and repetitive, agents' natural capacity for feeling and expressing empathy can suffer on-the-job damage. In this hands-on session, you'll learn how to protect and develop agents' empathy, which is as essential to successful customer service.