A Work and Income (WINZ) case manager telling his client to 'go rob a bank' and 'to shut up' should also be afforded some empathy, says Customer Contact Network New Zealand (CCNNZ). "In a way, all contact centre staff are case managers because they have to solve problems, and often callers are frustrated and hostile," says CCNNZ CEO Elias Kanaris. “This is a warning to all businesses. We’re living in angry times and if we don’t deal with the pressures that are being placed on staf...
A Work and Income (WINZ) case manager telling his client to 'go rob a bank' and 'to shut up' should also be afforded some empathy, says Customer Contact Network New Zealand (CCNNZ). "In a way, all contact centre staff are case managers because they have to solve problems, and often callers are frustrated and hostile," says CCNNZ CEO Elias Kanaris. “This is a warning to all businesses. We’re living in angry times and if we don’t deal with the pressures that are being placed on staf...
A Work and Income (WINZ) case manager telling his client to 'go rob a bank' and 'to shut up' should also be afforded some empathy, says Customer Contact Network New Zealand (CCNNZ). "In a way, all contact centre staff are case managers because they have to solve problems, and often callers are frustrated and hostile," says CCNNZ CEO Elias Kanaris. “This is a warning to all businesses. We’re living in angry times and if we don’t deal with the pressures that are being placed on staf...