“How Can I Help You?” Exploring Empathy Work in Customer Support
PechaKucha Presentation Abstract In 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.
Authors
- Nicole Laborde (ORCID: https://orcid.org/0000-0002-7273-2476)
- MARISE PHILLIPS
Institutions
- Sutherland Hospital (AU)
Publication Details
- Journal
- Ethnographic Praxis in Industry Conference Proceedings
- Published
- 2024-11-01
- DOI
- https://doi.org/10.1111/epic.12219
- Primary Topic
- Emotional Labor in Professions
- Type
- article
- Field-Weighted Citation Impact
- 0.00