Our Services
EMPATHY-IN-ACTION AUDITS
Our 12 week, 20 week and 30 week programmes will increase and accelerate your:
Financial Impact
We correlate high levels of empathy to less attrition, less sickness and high performers in your company.
Emotional Impact
We measure the emotional impact of higher empathy levels on staff and customers and identify empathy deficits and strengths.
Create Transformation
We will implement a series of nudges to create cultural and customer transformation at scale and at speed.
Contact Centre Empathy
Our Contact Centre programme has been designed to deliver commercial results within the contact centre environment using the power of empathy. Our latest programme gained an extra 900 DDs securing £8.5million in revenue over one year. We have worked with the largest energy providers in South Africa, Australia, and the UK. Our programme involves:
Week 1–8
Adding an empathy lens to complaint templates
Week 8–14
Empathy training programme to agents with commercial metrics
Week 14–20
Audit & re-writing of customer letters