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Building empathy with customers

Thu
22
Apr2021

From 09:30am until 12:30pm

At Virtual Event

CCMA

Connecting with customers on an emotional level reaps rewards
In recent months, contact centre advisors have demonstrated their empathy and ability to build emotional connections with customers and this has delivered increases in CSAT scores and loyalty. With more customers demonstrating loyalty to brands that connect on an emotive level, building a customer experience that meets this expectation is now paramount.

This three-hour workshop will give you the insight, the evidence and the framework to start building your approach to emotive CX. The result of deploying an end to end management approach to emotive CX will be an increase in NPS, customer satisfaction and customer effort scores that translate into commercial ROI.

Learning outcomes: 

Find out what Emotive CX really means and why it is critical

Learn about the impact of emotional connections on customer loyalty

Discover how to demonstrate an ROI for CX

Gain insight that provides the evidence for change

Appreciate why this is a customer service priority

Discover a framework for end to end management of an emotive CX programme

Understand the neuroscience of emotion

Work through a competency framework for change

Format

A three hour Zoom session with a break