Creating Empathy in Customer Services

Creating Empathy in Customer Services

Building holistic cultures through design, AI and employee engagement

Discussion points:

  • Understanding the changing role of the customer service agent
  • Exploring why emotion is the only accurate predictor of future customer behaviour
  • Ensuring two voices are heard: assessing the combined benefits of both customer and employee satisfaction
  • Empowering contact centre agents with new tools driven by AI
  • New ways to capture the voice of your customers and employees
  • Real-time engagement: making sure employees are kept in the loop
  • Designing digital interfaces that all employees can resonate with
  • Creating unique onboarding experiences for customer service employees
  • A gig economy contact centre: how to incentivise staff and make sure they live by the values of your brand

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