REPORT
Is empathy overrated? Rethinking empathy’s ROI in the contact center in the AI age
How much empathy do you really need? And what role should AI play?
Conventional wisdom in the contact center says empathy is an important component of great customer experience (CX). Associates are trained to acknowledge customers’ frustration and apologize for inconveniences or mistakes. Empathy’s become cornerstone of CX – but is it needed?
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.
Read our report to learn:
- What customers really think about empathy in CX
- How TTEC’s Empathy Engineering Matrix can guide decisions
- Empathy’s role in different cultures and customer intents
- If AI can bridge the empathy gap
Get the report