Därför pratar alla om empati i kontaktcentret

kontaktcenter Empati har länge lyfts fram som en av de viktigaste egenskaperna hos kundservicemedarbetare. Nu finns verktygen som gör det möjligt att mäta empati och agera utifrån detta i stor skala.

Därför pratar alla om empati i kontaktcentret

Det är inte särskilt svårt att definiera vad som menas med empati. Det är förmågan att kunna lyssna på och sätta sig in i någon annans situation och att utifrån detta bemöta personen respektfullt.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

Däremot är det avsevärt mycket svårare att säkerställa att empati genomsyrar ett kontaktcenter och de tusentals kundmöten som sker där dagligen.

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