Contact center leaders may want to play matchmaker when it comes to improving customer service. Here’s why it could work.
Empathy between agents and customers is key to making service experiences better, says German researchers. It’s not just about agents being empathetic to customers. It goes both ways.
Agents and customers who “get each other” work together better, researchers suggest.
For instance, empathetic customers are far more forgiving when they get outdated information (probably because they understand that mistakes happen). Agents who are empathetic are more likely to react with concern to customers complaints.
Ideally, customers and agents should be matched based on their personalities. For instance, keep serious customers and agents together, pair up those who are more lighthearted and match those who are more conversational and easy going.
