Generating Empathy With AI in Contact Centers

CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers

English - July 06, 2023 04:02 - 14 minutes - 13 MB - ★★★★★ - 7 ratings
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Previous Episode: It’s Time To Give Customers What They Deserve

Next Episode: Key CX Areas Where Companies Should Be Investing

On this episode, Amelia welcomes Leslie O'Flahavan, Principal and Owner at E-WRITE and author of 5 writing courses on LinkedIn Learning. During this conversation, Leslie and Amelia discuss:

- The delicate balance between empathy and efficiency in contact centers, especially when it comes to AI.
- The pervasive environment in CX, where agents are trained to offer apologies, not empathy.
- The necessity of active listening or analytical reading to express empathy.
- The difference between personal empathy and empathy in the workplace.
- How AI can generate different empathy prompts for agents who are getting burned out.
- A real-world example of increased efficiency and agent satisfaction when apologizing was replaced with empathy.
- Agents can be taught to have empathy at work.

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.

#CXO #CX #ContactCentre #CustomerService #CustomerExperience