Empathy. It’s something that unfortunately, we are finding less and less in this world, but when it does happen, it warms hearts and shines brightly in the midst of any darkness. Knowing that you’re ...

Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents are ...

If you ever watched the iconic show Inside the Actor’s Studio, with James Lipton, you know all too well one of the notorious questions he asked during each interview: “What’s your favorite word?” I ...

It's hard to set limits, but sometimes a statement showing empathy, attention, and respect can help them be accepted. However ...

The Canadian government might confiscate my passport for this one, but I’m gonna say it anyway: Stop telling customers you’re sorry. Take a look at any contact center’s quality monitoring scorecard ...