"How Can I Help You?" Exploring Empathy Work in Customer Support
Bibliographic Data
| ID | 5948145 |
|---|---|
| Authors | Nicole Laborde (0000-0002-7273-2476, Sutherland Labs), Marise Phillips (Sutherland Labs) |
| Year | 2024 |
| Volume | 2024 |
| Issue | 1 |
| Pages | 471-471 |
| Publication date | 2024-11-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Ethnographic Praxis in Industry Conference Proceedings (CONFERENCE) |
| Journal identifiers | ISSN: 1559-890X • E-ISSN: 1559-8918 |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/epic.12219 |
| OpenAlex | W4407381689 |
| Language | EN |
PechaKucha Presentation AbstractIn this PechaKucha, we explore the role of human connection and empathy in customer support work - a setting that is often fraught with frustration. As ethnographers, we have the opportunity to work with companies to understand and improve employee and customer experience and needs, and to leverage the emotional labor provided by agents answering customer calls
Business · Empathy · Work (physics · Computer Science · Emotional Labor in Professions · Engineering · Management and Organizational Studies · Organizational Learning and Leadership · Psychology · Social Psychology
| Highly cited | No |
|---|