I've worked for a couple of companies where engineers shadowed the people on the phones (both sales and support) periodically. It can definitely help build emp

I've worked for a couple of companies where engineers shadowed the people on the phones (both sales and support) periodically. It can definitely help build empathy for the users of internal tools and the end customers, but it doesn't do much if the rest of the company doesn't prioritize fixing the problems found by those shadowing.