Connecting with your Customer on and Emotional Level and Realizing the Resulting Benefits
Add bookmark
This economy is not the same, and our call center agents have additional pressures. This presentation will address how to improve your agents’ empathy and interpersonal skills and will overcome the common misperception that empathetic agents are giving away the farm.
• Taking a different approach to quality and embracing it with your culture• Implementing a three pronged approach to recruitment – getting the "right" individuals,determining their fit in your company, str...
Tags:
call center
call center representative
emotional intelligence
customer experience
onboarding
management
training
culture
call center agents
interpersonal skills
customer satisfaction
customer service
call center week
Nancy Valla
IQPC
customer management
cigna
coaching
skills
recruitment
