Empathetic Agents Matter in High-Crisis Situations

Posted: 10/12/2015

Kimberly Warrick, the Client Service Center Manager at New Jersey Shares, directs a team that regularly field calls from high crisis customers who may be low-income or elderly on a regular basis. Learn how she trains them to be empathetic, but also solution-oriented and calm under pressure during this exclusive interview at Call Center Week 2015.


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