Articles about Empathy

A selection of articles about empathy, one of the most important skills that an agent should have.

A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service
The Best Courtesy Words and Phrases to Use in Customer Service
Six of The Best Advisor Behaviours and How Technology Can Develop Them
Rapport and building rapport with customers is written in a chalkboard style by a hand
27 Effective Ways to Build Customer Rapport
Ten Tips to Provide a Greater Webchat Experience  
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
What Is Working in a Call Centre Really Like?
25 Tips to Make Your Telesales People More Productive
The Top Qualities for a Contact Centre Advisor
How to Build an Emotional Connection with Customers
Recorded Webinar: How to Improve Rapport with the Customer
A large red cross is in the centre of the image. In the corners are two agents who have angry customers on the phone
The Right Words and Phrases to Say to an Angry Customer
Only 2% of Advisors Have Great Levels of Rapport and Empathy
A person looking overwhelmed as a phone is passed to them
How to Handle an Angry Customer
Hands Holding Yellow and White Speech Bubbles Over Orange Background
18 Empathy Statements That Help Improve Customer Service
The Hapless 13: Phrases That Call Centre Agents Must NEVER Say
Recorded Webinar: Building Emotional Intelligence into the Contact Centre
Emotional Intelligence
Support Employees Handling Emotionally Challenging Calls With Empathy
Recorded Webinar: 10 Ways to Exceed Your Customers’ Expectations
Anatomy of a Good Call – Best practice… The Call
Recorded Webinar :Building a Positive Culture in the Contact Centre
50 Ideas to Transform Your Contact Centre
Best-Practice Ideas for Improving Performance
9 Lessons From the Connect Assist Contact Centre