State of empathy in the call center
Companies are under intense pressure to consistently deliver positive customer experiences and be a brand with which their customers are proud to do business. This requires operational excellence at enterprise scale and separates the leaders from the laggards. Self-service is a necessary requirement, but for complex emotional interactions, people demand an authentically human experience. Forrester has consistently found that emotion is the number one driver of customer loyalty. They recently reported that “customer-obsessed companies report having happier employees, more loyal customers, and increased likelihood to exceed revenue growth expectations.” The definition of empathy is the ability to understand and share someone else’s feelings. It sounds simple, but most people believe they are much more empathetic than they really are. It’s not easy for people to put themselves in someone else’s shoes, especially when dealing with complex, stressful, and emotional situations.
A myriad of moving parts and dependencies within an organization. While research has repeatedly shown how critical empathy is to customer experience, the human factor makes it difficult to measure and even more difficult to improve at scale.
Cyrix performs in-call voice analysis and delivers real-time guidance to agents and unprecedented insight to managers.