Creating a culture of compassion in retail contact centers


No one calls a contact center because they’re happy. They reach out because they have a problem to solve, which is often stressful for everyone involved.

But what if there’s a better way? Imagine customer service where everyone leads with humanity and the burden of kindness doesn’t rest solely on the shoulders of customer service agents. What if leaders, customers, and agents focused on extending compassion in each interaction?

Starting a virtuous cycle of compassion—leaders to agents, agents to customers, and customers back to agents—can catalyze better interactions, higher customer satisfaction, and a stronger business.

In this guide you will learn:

  • Why leading with compassion goes beyond empathy and sympathy.
  • What steps leaders can take to cultivate a culture of compassion in their contact centers.
  • What agents can do to better extend compassion towards customers.
  • How all of us, as shoppers, can also extend compassion during customer service interactions.