technology
Breaking the Six‑Minute Silence: Empathy Training That Saved a Retiree’s Patience
Empathy training reduces the six-minute silence by teaching agents to recognize senior callers, engage them with genuine concern, and resolve issues faster, turning a frustrating wait into a human-focused experience. The Silent Countdown: Understanding the Six-Minute Gap * Mapping call routing reveals a built-in buffer that often exceeds six minutes before