5 ways to improve customer satisfaction scores using customer empathy
Improving the customer experience to incorporate better empathy is a customer satisfaction best practice. But as important as empathy is to customer satisfaction, it can be difficult for contact center managers to know if their agents are truly building relationships with customers or just focusing on the mechanics of issue resolution. Fortunately, modern AI-powered contact center solutions can eliminate the guessing game and provide managers with more insights into and control over the softer side of interactions. These tools, combined with basic blocking and tackling activities, like providing agents with training and scripts, can help organizations boost customer satisfaction and ensure empathy is at the heart of their customer relationships.
Use AI-powered agent assistance to automate empathy for call contact center agents
Use smart routing to make customers feel heard
Use agent scripting to help agents apply empathy in customer service
Enhance new hire and ongoing soft skill training
Collect and act on customer feedback
Source: https://www.niceincontact.com/blog/5-ways-to-improve-customer-satisfaction-scores-using-customer-empathy
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