With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It takes practice to find ways to ensure your impact is as positive and helpful as possible.

Remember that you’re doing important work. It’s hard work and it can sometimes be
disheartening and downright draining. But your role in helping customers during the most
difficult times and in the toughest circumstances really matters. You’re making a difference for
them, for their families, and ultimately for the larger community.

Read the full article “What to Say to Angry Customers.”