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EMPATHY: THE MISSING 1% THAT EVERY OFFSHORE CONTACT CENTRE STRIVES TO ACHIEVE

COMMUNICATION CHALLENGES OF OFFSHORING

Recent years have seen explosive growth in the offshoring and outsourcing of services to locations as diverse as India, the Philippines, South Africa and Eastern Europe. Whether it be customer service, technical support, sales or back office support, organisations across all industries are actively exploring how offshoring can benefit them and their customers.

This white paper is intended to provide an insight into the discussion of why empathy skills are such a pain point for organisations and examine why there appears to be such a communication gulf between offshore contact centre representatives and their customers. The paper also details how offshore operations and their employees can seek to demonstrate greater empathy with their customers. 

WHO IS THIS WHITE PAPER AIMED AT?

  • Human Resources Professionals
  • Learning and Development Teams
  • Customer Service Professionals
  • Operations Directors
  • Talent Management
  • Senior Leadership

DISCOVER WHAT THIS WHITE PAPER INCLUDES

  • What is empathy?
  • Do Offshore contact centre staff lack empathy?
  • Key constituents of empathy
  • Emotional intelligence
  • Cultural intelligence
  • Linguistic competence
  • There is more than one challenge
  • What is the solution?

TAKE A LOOK INSIDE THIS WHITE PAPER

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