Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website. See our User Agreement and Privacy Policy.
Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website. See our Privacy Policy and User Agreement for details.
Published on
MYTH: IF WE SOLVE THE CUSTOMER'S PROBLEM, THE EXPERIENCE IS A GOOD ONE
Are your agents getting off the phone fast, but not solving the customers’ problems? Or, are they solving the customers’ problems but still getting bad NPS scores? What both of these have in common is emotions – the ones both your agents and customers bring to the call.
Listen here to Tara Paluck as she lead our latest webinar, "How Emotions Drive Customer Experience". During this recording you will learn how to redirect emotions quickly and accurately by understanding:
- What role emotions play in the Customer Experience
- Why emotions are so hard to “use” effectively
- How to manage agent and customer emotions more successfully