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7 Tips for Helping Agents Respond with Empathy

By Erica Marois | Date Published: October 25, 2018 - Last Updated April 03, 2020 | Comments

Contact volume spikes,  natural disasters, and power outages are all inevitable. Chances are, your contact center has experienced all three at some point. The most successful service organizations understand that planning is the key to navigating the unexpected.

During stressful times, frontline agents often bear the greatest burden. How can contact center leaders help agents respond with empathy and efficiency--even when the going gets tough? Here are a few tips from #ICMIchat.  For more emergency planning and recovery tips, read through the full chat recap.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics: Remote And Virtual Teams, Culture And Engagement, Coronavirus

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