15 min read
Designing call centers for empathy-can it be done?
Given high volumes of customer contact and limited resources for handling stress and burnout, it can be hard to decompress after a negative experience. That's why Zendesk approached IDEO for help. The company wondered: Were there some practical experiences or workplace tweaks that it could quickly implement to help allow advocates to reset, build community, and replenish customer empathy?
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