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217: Jessica Volker - Why real empathy still matters in the age of AI-driven service
Manage episode 516087946 series 119976
Content provided by Daudi Mugabi. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Daudi Mugabi or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Jessica Volker, Director of Business Development at Responsive Answering Service, joins The Business Mic to explore how human connection, technology, and empathy intersect in modern customer service.
Jessica shares how Responsive Answering Service — originally built to support the medical industry — has evolved into a 24/7 multi-industry call center serving clients across diverse sectors. Whether it's managing after-hours calls for doctors or handling overflow for home service companies, the team's focus is on ensuring no call goes unanswered and every customer feels heard.
In the conversation, Jessica explains the art of balancing efficiency and empathy. From onboarding agents with strong communication and professionalism to tailoring each account for a client's unique needs, she shows how technology enables — rather than replaces — human care. While AI continues to advance, Jessica stresses that real empathy remains irreplaceable, even as automation assists with call routing and workflow efficiency.
She also reflects on the emotional side of frontline work — the good days when customer gratitude fuels motivation, and the challenging days when agents face frustration and fatigue. By fostering teamwork, flexibility, and well-being, Responsive ensures agents stay supported and resilient.
For anyone building a customer service team or exploring outsourced solutions, Jessica offers invaluable lessons: invest in adaptable technology, ensure consistent human connection, and never lose sight of the emotional impact behind every call.
101 episodes
Share
Manage episode 516087946 series 119976
Content provided by Daudi Mugabi. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Daudi Mugabi or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Jessica Volker, Director of Business Development at Responsive Answering Service, joins The Business Mic to explore how human connection, technology, and empathy intersect in modern customer service.
Jessica shares how Responsive Answering Service — originally built to support the medical industry — has evolved into a 24/7 multi-industry call center serving clients across diverse sectors. Whether it's managing after-hours calls for doctors or handling overflow for home service companies, the team's focus is on ensuring no call goes unanswered and every customer feels heard.
In the conversation, Jessica explains the art of balancing efficiency and empathy. From onboarding agents with strong communication and professionalism to tailoring each account for a client's unique needs, she shows how technology enables — rather than replaces — human care. While AI continues to advance, Jessica stresses that real empathy remains irreplaceable, even as automation assists with call routing and workflow efficiency.
She also reflects on the emotional side of frontline work — the good days when customer gratitude fuels motivation, and the challenging days when agents face frustration and fatigue. By fostering teamwork, flexibility, and well-being, Responsive ensures agents stay supported and resilient.
For anyone building a customer service team or exploring outsourced solutions, Jessica offers invaluable lessons: invest in adaptable technology, ensure consistent human connection, and never lose sight of the emotional impact behind every call.
101 episodes
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Similar to Business Mic
How can business help solve society’s biggest challenges? Welcome to Take on Tomorrow, the award-winning podcast from PwC that examines the biggest problems facing society and the role business can—and should—play in solving them. Hosts Femi Oke and Lizzie O’Leary talk to industry innovators, tech trailblazers and visionary leaders from around the globe about timely topics: from the climate transition to AI and data; and from the future of food to how we build, move and power the world.
…
continue reading
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continue reading
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continue reading
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