Empathy is important in the contact center, but do customers really care? Liz Glagowski sat down with TTEC's JB Bednar to discuss if empathy is overrated for CX.

Live from CCW: Empathy is overrated in the contact center

"The CX Pod" is an interview series featuring best practices and the leading thinkers and doers who are changing the way business gets done. The focus is on the customer experience and how business' need to actively evolve with their customers instead of reacting. It is hosted by Elizabeth Glagowski, editor of the Customer Strategist Journal.

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Live from CCW: Empathy is overrated in the contact center

Live from CCW: Empathy is overrated in the contact center