28 February - 01 March, 2019 | The STAR Gold Coast, Queensland, QLD

Helen Crossan


Head of BT Contact Centres
BT Financial


11:30 AM MANAGING TONE IN RESPONSES AND CREATING EMPATHY WITH CUSTOMERS

From telephony to webchat, it’s important to determine the right responses across all channels that allow consistency in tone but also allow your agents to be empathetic and relate to customer needs. This session will explore ways to train your team to have better conversational skills, manage their tone and create empathy across all responses.


Check out the incredible speaker line-up to see who will be joining Helen.

Download The Latest Agenda