How can companies ensure that their customer service teams are effectively trained to utilize technology while also maintaining a genuine and empathetic approach in their interactions with customers?

Companies can ensure that their customer service teams are effectively trained to utilize technology while also maintaining a genuine and empathetic approach by providing comprehensive training on both technical skills and soft skills. This training should include simulations and role-playing exercises to help employees practice using technology in real-life scenarios while also emphasizing the importance of empathy and active listening in customer interactions. Additionally, companies should provide ongoing support and resources for employees to stay updated on new technologies and best practices, as well as foster a culture that values empathy and customer-centricity in all interactions. Regular feedback and coaching sessions can also help reinforce the importance of balancing technology with human connection in customer service.