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.
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.

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.
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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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pasyd4O7VMwFUdMNfo0QdNcZzq/YWYP9pg9l0SBBvC1iQuWlqnEwqnr/CoYr60JiI0VN4Kr+YpvK0kR83qNRRMmcTJH/4SESDoi9OLIoInl0m5yT+djLaJ6ZijteKHpFsOXrfI/PPPL4J5omMtN2IKhKIJdeS87ym0GkdIx3n01FoVbEbrzCQwpP1QC0P0bYAXdn3iY/fxwD/h6vI16pcXg4kbZ0iMvffv/tGIlH0HitNwmmRO4Tz9EYapMkD8sCdsXoSMoGh2oMkIaHw1hFX6iEcmzhN7iKElzLpjwaBL5X1G0cON26nOD0frbLkDc3nUBBRMsVEivlUIbRT9BvUMG0ElIvrFvQB4HW4bguAB0nU3fYVTte0nmd6jZ28LOTXvciuHcwDcqQVuulC9DSM9FsSudTTwQlnb6xcbhzzH1OABuRKIeeJcvoFt8JTU/ZomxReCjObeWBWhunnJ0z5NJQk5gY3xCuTc+ibiUR4qg9GGOQrQjz1uGipUDygkG5i2Vvwphhg+ADfrfTbM27u4qExIlk8CVp9WCFcltEu6YIeta6FprjEg6YHx3zIcWf2b8H+yr5kWqxJfM6FosvEJ/dEyS26CwiY60F7rxPx6m9MejtljLqVDxpV8aQyARKP8bc4CIL+6CVOo5LPZkCwhE0Ut8O6wtwscCFB72omebXQVj4vwjJ6r67m7FEICokvgRgq/RQdIbUcNxtLNZAxc3gZru7q03mvIAKZBpmIhcNJKwGC/wAyChgGGuIuIFKix0OxldgwspTmCk+U4nxPh7QThJ8kYGPbQXs+zPLs/BcC5txm/pBK+yg2dAVqQpoADPpDLOmzaXreuGzbQqCANjGtJ88bVq4vvEQxWkQHYdBOI+dlORkL2QAvHvRHn3mNZCGywTFL0mkdqzr73o/FMlceShwf1XagUCLYZif7vq8WWBcET4vodgQHIe/LS/6xVxZGCXjl5agpVuhgzh7PG8QtWBDvVEXmo5pErcaoEopfJFwreO/eawd7mMl5zfWIeDU+Q9k0SUwXG8m3M/UOe7rZ8KcS2QwF3UXYJvbmJiwqREvdyn0our2BimvXQFbXQtgARRos1j0+a/sn1ct2tQTho5dRudMIv2Ocj+VerDnUJDEZdPCtSWWOv+aQ9oqao9tNchk9LiKL77jGB8gESGZSn1EZqYYURiNJiO4bLfyLCEmr8X7elUhJhR9KK8QYTWRLXastR96g5zdZTdXcTkJ8r1tATJqOtHLM2CudW0VBv0HmiervtnO+MH4iHRAVv8lke0ldZVTklHto7fXA3VcmIC30xOneLF7Dg1U5LSB5h5kEV08F7UcztDUV57sQVlv2/O+FjyJ5avD+6vKC6m4P5B4jLA6wHEUMBk9ILm/3fsrbe8noq8tLQ7eauqCEwczJ0+gAk28vwwXr/C4IncyhGCylfRbTvoXJXI/kB+9znR7sw4uUm+q31hSoflq5pGptvTknbeC5PWeE3V4ka/65PC2oRrow2q+laFT91nrmTHX2ZDKYl0KE0isIkYlYSQpUDyeNiJL+Jkqcmqp4Z7Ws1yWpsisTDedXSL3RSCXFPXT6SJ/PuscuwiUbjh+G8KG1vcPnDItn4T3xogIgp2TwKgbMeae3imeUvK0dIXjB1b0Y2HoYJNdHbPe12QOQqtXrhJGxL79OMpol0AGJvgxhVqiQe+zRDW+djfrEvClBBgKDyQmdVK5vLv5Da4dEtEb/gOhgcrrg1E4kG9P1droHmvB3NKPoGkFduum7KkFyp+r0LSDLxe5ab/arP38wFsibW/U9u1ALJzaJe02dR8bx6Asy87ZFKvgL7Q84T4VIx+d0az9+TLGFF+wHz2I+2S49R/UHOIUIpU71B52mWnMXmLZ+7txk+yArfcihI8yukHPnmlp+9yovlzjoUq/EZlAMqBnZryNhto2ePFNNQTCPklXVv1fMDHPyNSKUvLQ3B8RhY+5zfzCVIBN5kJAavddiZc94WikRUec6LBUMFrMht/131goGDz+I5wjZphzZ+CZI1Byw4BPvOWbJl7MCfxbmT0SXy12EJjVv/g4KlXuOSC/8Fajjg54qGxgUm/VY6hTHzy40D/qbGD1GnirVyRyWbiHsbKjkOv1yQN+mre/oTrEw1/r3V/OhPCE7rDhkOR0qlslU7Ops5NA5HWFvdO0U0P9/nYzh4OjZi0mWzHx5drirKKhvmGMCDiOdbBuyV11eGZ+XfyPLaplWkt0hgryDCkLh2jroJWVdtX+46DapliHJyGmQKzzUn4drQl+V4gnRQYyudWqHcIUsDnMNFT20yH3ABQp5JP3ojSBbbZkQDNbP3/j7joaMp9Shig6idpmmmv6QQEdJf90SBfNwO+PecKUhyvnvqULv43Nz9UPf8CCRWDoBnixYomAtVqlXckHNuX2yXCKF/w++yzo9QQQEJ0bk9PhtZLLHpr2yjhSKGDpPFI0ZZ6VikU5flZKiCnfHW8OeDmGb5VMPEbPXi+WseQW5e3AsTyzeC0jCTQHmPH7U0QEhUqZ96e0eqhetkh8k4rjIC+2E2Xx+2p+d2Uhm2QsE8JtaBWrNIgyneIpyEuHB/S3tMXbC73LSXPmdzBE4x2Rvb2rM0pfkPhRZwZSw7Mrf0ZwnJq0xuXC12Z5N9b8hMaDEkMPHBfcDYEnMUQeEjohsb83QA4mpxPMJQk05cAJtC6oau2ahs0ZWRzlDb43fR4qKonMfAiOE6cuoD9dvq5XecsiN/AA34Sm06oF/FB1a9s2iCfQr13IAjBsAwdZWaZ0NrWPA4nFjKZrHPo3GdGFoWvNxqdENw1GzHDgx1peMVEo9ZTIcoh7r8sIu3MVwmbHhTD4R3ztFIIFIvSedRXhhkudpzOl2L6aNYM2WQNxcbL40/lbvbN/7EUnmFJWhLBh3udZiJm22PLWGmy+qxT+uRgMfXBYUt8DVtiA2YRSXCh1o/Hk7spSGRu10pVvXbft3zKmDEXfdK4pZYmMXpc1IPLc5i5q1MchlixvzkBAxFfDkef99Y9fHQdXmJI+j+3UiGCueKCDS3rePFmNF7tX2133nNnssbVrVOOysRQg67WGGw34cs+xBE1WgiQzP+zLK1oRAzA2uux4tFHr/lt0B6iantPvUZtokVkm6k3jZgsUw8M5ffwvVTITgeeqBiaXNHjYWvmelcOpHJ2d7ffKT8v5SQ5yrs/+KsVE2yib/U5enWyeuUvW0v6A9z7c66K5MgbTBR0kwmQ2Xx07nTnjc/vI79pSYhdvRcRrH6EcsbUdcJ0dJG1YuPn1j8M3hNZ0ZSoCL5Dw5zVW/d7NvWlBmrbvEdPSzqo74z5LGR0ACQMhrwaiUPFjwETf0fx8VqeMyPjHV1vyypOKqys7TpnVP/nLrK+loFiRovAr85Oo1cgEiuijmYiPddMn0ldqFCnzyZMX9gUFAUtMmHRK0DUu3JqMoh+OZiAgtagEeRQYae6uaeSu9X1Bb7g+PbH4ay7RPaJfMFq0+SK4gBU1jdNqpzxNz5GuEK154GTi4XuenqpBFMWFLZkzCBwgnmo2gJWja3BshEILx4oN8o94hAwcxKmoVh8SGoKBId9V+cq+023csWPlE+aGUDfUGClCMfvdIQLoWgbUgjXHkfbnNIuJMqrYD71QXNbY+UN2cbqJDYCIYaR2kQ66sVX4047luLB96+yraK3BgviQUYzXC4G1Kiq5DiNpClrP0AphcZ9J9gTGQZ9lGJXWINgcHgkwuHajJvBqo4ymMEjyuNrTyP/+KMLD5q0RCPsRv5F3PQomqmiiUze8acOvMNDgfmIpmVfxMeD6XRF0zmPRT2GJCADLuBCO/y18RpBbKCCQkTPPtuBpGBC6+7aaCSYSfXrrsskmfdlQlhRmRtHGRZP9A5v9OOdYPQnJtdlA05QorMeeZz6bEygtfxws5yIBYzTt8P3lLNywOM2JKEvIqtO+e/SYfGk+KAgsqNE98hJ+odGD3fLlfzF2bbrnXqL2AOB86FO2a2G/EBbZ+LMpnmhyFesMokZPOVLN+96tppll8N3OqoWj/YM/Q472pelH0JMtKvRcsiIFkAJY/K0qU/hxqFok156PBRq6QAWY4INvreB8PN6yFtvjxRnx6Hb91EMdZqT175NT7oRRVH8Jti2/CoIEXCWMJSvBQDEs4cqWj5zoUVpjb4f1Rwl9vcfHfDpf6aJr9+PxdT1DdhcSRDJD0Os1MPWaxNxwgh9Sy8QEjghCd2AY2HyfjYv+T7SYjIUQVB4hwoBpJvvVuaINCSje1RkcmcOOOH6XGJfTmVIAc3KCGt7mKRQQAnK69588yRA1Ihu+/i4EChtC1TzSydlHjxEa4CNMhsb08qc1uwWDdeyEcAkWhjSNDrx2krFsUJkLXKk7/4myAMYK8SfTwQVLnaTwuQijQc9ccHX3PTl2k4j7Ob3rizsvQr4XMFTtM0oqtjTsM7MJRBl/RlNUzulmBK6qXFhb3X/zm8a+t3GGGBQ0U0Ipu5mDSVB8Q9sPjW4cbkYDUcu1ti4tRLXxz055uFDlSu9JBIF5C3bLlzTKO++gvMscJ4q1NdRO/ScsMb6oDTaLXCAfT3Cr7wAn8SRB1RfdmQTZPJ8Kgq+N+XUYwzwTMRkJQ7YP1KYCcztV1usu1bmkKfe49TswirbP8jBcsG28mjwVFrItRYkrE1Uf1WCNYsJqvSybTFeSZuAxG5oPLGfgmKNhwSwqm1kA/1TwuiOolEaTDvGfJpLfogWeBmxYqNHBZOsHkMhPwICNDSoUkFjbcgkHGLvZYziNPQWLFU41sdKcxAVVRUpRzhAyYM3VgLWzb2lwYh+DqpC8ojI9kJcQHAgEMKVZXDyA3n9MoGPrCAyEO/JGdkqsneyriCPOUynpNOJ6NYvjeKJGOdU17tE0T9qUjw86XpP1Sw+M/74HW6D6DobFKROGRuhqHrzIYT6oLhsmoCQBRZPG+MwRlibX7nkoDwK6o5i0AB7Wjskx+eiTQBJ0y51owE842AWb83Ghi//+aJEsZ0anwlVAQnDGbxHJ1U/hi2DiTjHofAUPF8Is3TQhk9rtwmfdXJJPjPlKC+iNuEgfbhoVbRP2mbGsV6DU0vi3jqRGGzaNv5mdTnYHzdITO/IGzoYOR5KRRRaA3s9HiMiC4X0A4lLAt2k/o8t5Io5IAw+FT8wUg2kha1NzaBynSuMiyqVY0NtxCgTtNQKYszaVgPDx3mwaeRhRXtDH2RSO4w+vJi2cQYBDfWjkl2BzuPH598pbZJtIftHLcZ0gEQ46kAx0/kFoZBxK3KstO3nqT/Jje+cT0MAeGeemIW2V74IoYFqcxD4+xYFyn4CZp5uCQLl8+HB5F/t7a6i+gJZEoNgxkdJ8pJ+v8qAKPbrmZoJH91DoIXmRdFDsp2emninm0DhbZ+GTsoBCI+YethL3rQRsCyl9vCTfi4jrsgnJ6tOIiANORfx+bVHWorBpau6/x2CHn8vyifPaS3YtTZTTBAkvHI1zM4XSBKsUAu5ZzF9tTXM9+18exyuaUF0ohjyvuBURMzJBKv26LzCE3emr39lwU+Ah/FFyyan80C6K/2IQxRatpF4ViEKbZUszIptxkgMUZQn5BHx9ATuJ1gOJXV4buIYz/uDBU2brI0wT+6j1qUbeYMuUvuybJTJEkgxL5bFgneq4t7iIofp4JFjmnZRr2FcO5WmJhVKVXDEK4Fm4BdK0dVutHREIt/xPGEJk++VztF47n6YqpFw53WjiCQZPgy/zFkJPxSCnIVsddidxhMNBzo8VMdxkMh7N4Svr84+NyNkWH4/TKNmmebBNyvXbHGYoD8jgDd29Jo7ZJNaq6VLTiZmbJv/tkY+hinGm2oGIbgNMuj9qy5Y+AD6vaFNJ4tdRrqos2u2YZ2OmpfApZCqhWmLx/6IfrbcJQY+DJy5ebwe0LR1w++tEWCLIUfsd0cPt1WwnQVHgAXNf9m1dT+iLB6VR4vw6uudP3S80k6BqOBnmo/j1JFvfBQkp7LR2E7bk1degcBKINa7YFUxJwYO6NgajYIZnnVnOY2dBoMIY/bPGGzJWUXIbkZb61jcjuJXTEW89akEv1QLkMMbY2ia6KnGPFt6/bM50THSgBnRDMhgLyRGHYvO2bkLEqr/elAKK9A/IwCmkhRG+BxqkpFEtEHuiW/CJwpFFO1cWt46L8PW2mRrJmTTZhG4GZ+nWzr9V9zcXppJBM2FexiQ1K0oD3rvyqJjmM/YFKn48WltzqXoeiygRt/ELWQ1pGJyhcQu3BxtvAU6cw5QM5bKG8oKEr8cGaAQwRvIK14qs2rlHnrp14oPc4twaU8CfzaSQNdRhyP34ODKuL3WbaT87oW202yAS64r5gOFrDAlDjDLOY9WJpSKypPmRh0HVoWOn2A/FwCVOYboeikeM7qEkOjJuk7NxHWnPC8/qUqvXXBBxC8ILe9IrCpkjZPl/lJkwUQ2Xg8G5tZnebmhpBRhHuwJS+udYWg/Ng9mf2WSmvjljwg/pKFXKK+8vaCHVRMMEYgGyJoQp8vzfJZWt6DcwjQv/oJox/9SKmYFHx45nWpKFci/cEsPr2Sk7gxNRsZXK3/GRYR1Mn5/gejLZM5iorTNTa5V6fwempHo3PydBwLocnZsUla6g/poW4nsuuzOIiYyqNi7WRG1IjkXWXt+bQfzETweRRpRTVKLoCr6DvhGI2o/D3jAytxXyobaS3qF7SNQ3bOsPbEu8RAJ46Sn5/llCmjTMX3Io+K5b6kYF1ZXhBauhXEscj2mQl7bDejMFfdBFZV54Sa9LtByZZna014nFkb3p5ULu3fl4XeeB1F9jtcPYMgDnoDavccmMx4jjoi0smGA9dFikVAypeT7JAwTqji7LRvCFsQZgXpcjOlnSfTiT0QWxUHbPYjmKnJY6VCdG7r1pSeSnaN1M54aH+O4UNUlkfKgQ9QLA8c9wMTXZvO4ONeHLMxnan2V2KFfOKX6i9gu71jIfAgI2IF8GksaQuovoRHAm/HDJI+1ejq8Smes2SEWxuQ+KCAxsBxArTKnoTorwuPe0ZBm7ffiC93rGjdYEaRFzPOVAkB1qx7CgX4tzwyAbnsgSfEF06CXNWnm9UOjYmZMmWGFOuJKfHyn6vnTBpUfgc+fILsdCd0FcuniLekmEkZYoQVCrjMGmwSafjwRdeNDlkcKG+5F6izxeCWHZ8hC1MZES5bMnBJhEZTmTUExXafv5AgTCRl3pr/ADO6p79z0lRoMPWsTAd6w5vcDhSRLjsw//dtGuaq98L4rPQoqVEv4G4vofn0L/Hk6/QUqS/Fc1NF/XHuiZmwi4H7kT5nfGj1ZvVpDTScYL3nUFkOaOacN9D1SESGdx5uyNQ0zfdq1WigMeIbBu73MgzN1XYUbu0ADRJQZWJascY70XY5S4rxN94Z761Osn7vc/ethU6DiOktt7UdBVWphRegBFWxE+gNO9Tn+JIEI54nTkxGDl+bbmfY2foR4o744+4f5aVS+IyPD6tnhgtBgiA5Ekn1yBqi9piWntS8jOf2l5uGLqW6qZRO3ysWHFWpeQYcZf3lPkICm9+W3N3lUy6/pS9Y9dRN0Sgvc+Lhb7PaCdAQrEKiGEfjHCpcjS3J/Ul4xhlgk+5SUjcEWbACba5YYij8cHlqfEYvD2/2IorufObKWosn6+UTxF15PkD3zfFaAsOY4DGrlkvomTIxRdOGrd7H3E4kAUaEtGa+SFPbdcS2jLUm1+ScHftCSgtRIbCSai6LG2rllbApt2gktVs9EO2+smZflFFzLsMOgfZbiDp4ZVjf6y/kaw32ngreo1C5/FxDE+wNIlbctrPFyNA0owOeSzrj/d4Doupdk9nbRMyBl4OPPw68zwnSitMD0b0L4oaoKT+XrpFMG7/KEUmTPJgVZJEK0kjg3w/2h0YvXEii5uSZkOuTS5FQGIaERFRdWqAli9fTNwXYwv9nhPLHHBWln54B0+OUip96iOI36JXazODqK8oSwaG+vJ7XBV/Kb7IL5Fk6ViNJ5ucojdyL/pi5ajKa4iCvJJomccy5MGrGSsxHm47HD3um37EiEZMUy7xkOCHOD1i5fnlcSRnqiM9OgU9+q2UUTuATmzD1HC/J5I+FEXz+SQi/mkTNBVpkIRthDjA9R5058uyIgUBz6g/c4rqxBVBrBoYhA/QesL0+uF0P7Nyfhui9TwzQfuMcaMhtkdhQcuFnk6iO0boUjZP3KcZ/N0U082kwAI6XRjV+Hb/X/drzqBDRlFRAVrV/yBdwIRqKN13V9Y/1vqA94ZzYpKsVTSpLAnc5kr3tgbQ6KbKAZ6HnvwGYJPqrCeOCj6dr+3Yo+W4fUY7OXxEItew45/UPMWAhOuS5eHD67DJJm2tUXvlpUoLJ2tBT/0+olYkaZh3oHQcsp6gaLJrr/d5Hb+Ptlxsu5RQrknfDRaqc/OwqIN1e8tDmqoLREuzzFfpzLOEIX/G/uAxT1ustNo/UB/YkqCud4oVBi4CsmFVwl4gSwxsp8Y5M76v+iGI/Eihi4JStULynRhA4EThSxsW/Yxk/hEvJXev4CJeR+xi/Ua5Nu6EJE7b7Cv8X3OEjG/FPv3rJjlL5jAyPPhXd+OC4uDCrZsTrzrKXQmLW0CwI8K+ld0DDU+vnVP3o6lHkQd9ZFFaYUQ9dPOHl83QlEL2CmlmhYhkXxTfzDiYXlnpjt++GA=
