Customer data can be a maze of overwhelming information. The cartoons in this issue tackle some of the frustration created as a result. Bots can be left unsupervised, too much assistance can be unhelpful, and knowledge can be hard to find.
June 10, 2025Trends Report
Is empathy overrated? Rethinking empathy’s ROI in the contact center in the AI age
New research shows customers don’t want as much empathy as we think they do and apologizing too much can hurt CX more than no apology at all. How much empathy do you really need? And what role should AI play?
Is empathy overrated? Rethinking empathy’s ROI in the contact center in the AI age
New research shows customers don’t want as much empathy as we think they do and apologizing too much can hurt CX more than no apology at all. How much empathy do you really need? And what role should AI play?
Get the report
More insights from TTEC
June 25, 2025Case StudyHealthcare
Coaching efficacy rockets 94% with AI people empowerment platform