Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott
Connecting the Dots
APRIL 21, 2017
When people call a call center, what they are really looking for is a relationship. And when we come back with a scripted response, it’s a real problem. But yes, those are featured criteria in many call quality evaluations or IVR surveys, which now are really, really prevalent. They are looking for empathy.
48 
Let's personalize your content