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 ...

When you go to work, you bring your whole self with you — not just the part of you that's an employee. From your hopes and fears to your background, values and level of experience, there’s often more ...

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 ...

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 ...

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 ...

“Nothing is more important than empathy for another human being’s suffering. Nothing. Not a career, not wealth, not intelligence, certainly not status. We have to feel for one another if we’re going ...