Webinar: Balancing Efficiency with Empathy in Customer Service

Date: Thursday 18th September at 2pm (UK time)

Location: Virtual

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Empathy isn’t optional in the contact centre – especially at a point when so many customers are experiencing financial difficulties, physical and mental health conditions, or life situations that make it difficult to cope.

So, when your agents are regularly responding to complex and emotional disclosures, but you’ve still got SLAs to meet and a budget to stick to… How do you make it all work?

Join this webinar where our panel of experts will be discussing how to tweak your people, processes and technology to truly boost agent effectiveness, so you can improve efficiency – whilst still giving every customer the emotional support they need.

Panellists:

• Helen Beaumont Manahan, National Support Network
• Sundeep Boughan, Puzzel
• Xander Freeman, Call Centre Helper

Topics Discussed:

• Why the empathy / efficiency balance is so critical to get right
• Where operations typically get it wrong (and customers suffer)
• What’s now possible with the latest technology
• What best practice looks like in 2025