Silver Linings in a Pandemic – “Humanizing Agents”Key Takeaways from Customer Contact VIRTUAL:A Frost &  Sullivan Executive MindXchange

Silver Linings in a Pandemic – “Humanizing Agents”
Key Takeaways from Customer Contact VIRTUAL:
A Frost & Sullivan Executive MindXchange

INTRODUCTION Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has...