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 ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

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 ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

Providing industry-leading customer experience is often dependent on your ability to provide efficient, timely and personalized service to customers during every interaction with you. Many companies ...

“Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.” Those are the words of Alfred Adler, the renowned Austrian psychotherapist. In ...