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7 Tips for Helping Agents Respond with Empathy

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.