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Empathy is anticipating what the wants and needs are of the customer at a specific moment within their journey. In customer service, this means putting yourself in the shoes of the customer and seeing the issue from their point of view. Empathy starts with listening, understanding, and anticipating the needs of another. Empathy should be a driving force that envelops all activities inside an organization, whether or not it’s customer-facing. It’s a mindset, a culture, and the core of a healthy organization. Building empathyĮmpathy is a skill and cannot be faked. By demonstrating empathy, agents have the power to deliver the short-term benefit of resolving an issue and the long-term benefit of building brand loyalty through a two-way emotional connection. Empathetic agents are proactive, thinking, and connecting to make sure each interaction supports the customer. Agents pay this empathy forward by humanizing the connection and personalizing the customer conversation. Empathetic managers have lower turnover and increased productivity. In a recent study, empathy in the workplace positively related to job performance, and managers who practice empathetic leadership were viewed as better performers. It’s no surprise that these organizations are more agile and resilient than other organizations in a volatile economic landscape. Managers and agents are inspired and lend extra effort to achieve organizational goals. Empathy created a domino effect and has now become a critical force in building trust and strengthening relationships with both employees and customers alike.Įmpathetic organizations create a dynamic of mutual loyalty and dedication.
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The empathetic agent influenced the customer, creating a reciprocal and symbiotic rapport. The degree of empathy shared by the organization was reciprocated by the agent in terms of loyalty and lower turnover. Organizations that came out to stand behind their agents and their safety were rewarded with increased loyalty.ĭuring the peak of the crisis, customer service agents became a life ring where both the organization and the customer held on tightly to maintain some sense of normalcy. They learned to listen more and acknowledge the concerns of their team. But more importantly, they learned empathy. Not only did cloud-based customer service and omnichannel communication solutions bridge the always-on customer service gap and help keep companies solvent, but agents also continued to strengthen relationships while resolving customer issues, growing call volumes, and less than patient customers.Ĭustomer service managers learned much about themselves and their agents. But in a matter of weeks, agents began logging into their customer service app and resolving customer issues from the safety and comfort of their homes. Maintaining social distancing and protecting employees within a contact center was next to impossible. Customer service organizations did not combust or implode, but blossomed and prospered.Ĭustomer service organizations overcame pandemic-induced barriers to safety and wellbeing. While the changes made were sometimes uncomfortable initially, we quickly adjusted and thrived. We shifted mindsets and conquered the foreboding of implementing change and pivoted in ways we never thought possible. We reached deep and ascended to new heights with empathy resonating with every word.Ĭustomer service organizations became the epicenter of resilience, moving forward and boldly going where no customer service organization had gone before.
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We accelerated transformative changes that were expected to take years to deploy, but through sheer determination, these changes were achieved in a matter of weeks. We built AI-driven solutions that focus on the human element with conversational chatbots designed to answer questions at any hour of the day. We accepted our instinctual need for human interaction and turned to relationship-building using communication tools like Microsoft Teams to maintain relationships and fight the isolation.
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Turning our kitchen tables into remote workspaces, sliding into our commuter slippers each morning, and logging in with a few taps on a keyboard. Together, we transformed into superheroes. This was never more evident than in customer service. In a blink of an eye, we united to create solutions to blend the human spirit and technology to deliver resilient solutions to outlast the pandemic. Despite such, the pandemic was positive in one regard-it tested our capacity to come together and innovate-and frankly, we soared on so many levels. It has impacted nearly every facet of our lives with disruptions in supply chains, millions furloughed, and much more. The pandemic has been challenging in many ways.