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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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics: Remote And Virtual Teams, Culture And Engagement, Coronavirus

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