How can we measure the impact of empathy in virtual customer interactions within hybrid support ecosystems?

ANSWER: To measure empathy's impact in virtual customer interactions within hybrid support ecosystems, use customer satisfaction surveys (CSAT), Net Promoter Scores (NPS), and sentiment analysis on interactions. Track resolution times and repeat contact rates as well, and employ AI-driven analytics to gauge emotional tone in communications. Additionally, qualitative feedback and agent performance reviews can provide insights into the effectiveness of empathetic engagement.