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 ...

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 ...