The Award Winning Contact Centre Magazine

Articles about Empathy

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

10 Top Tips to Improve Email in the Call Centre
10,908
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10 Best Practices to Improve Live Chat
26,152
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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
106,350
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Six of The Best Advisor Behaviours and How Technology Can Develop Them
1,701
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Rapport and building rapport with customers is written in a chalkboard style by a hand
27 Effective Ways to Build Customer Rapport
297,300
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Ten Tips to Provide a Greater Webchat Experience  
9,418
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Words and Phrases an Advisor Should NEVER Say to an Angry Customer
26,782
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What Is Working in a Call Centre Really Like?
277,643
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25 Tips to Make Your Telesales People More Productive
164,336
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The Top Qualities for a Contact Centre Advisor
3,370
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How to Build an Emotional Connection with Customers
7,197
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Recorded Webinar: How to Improve Rapport with the Customer
1,553
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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
823,425
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Only 2% of Advisors Have Great Levels of Rapport and Empathy
354
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A tired businessman stands turned away from a red retro phone in a female hand.
Dealing with Angry Customers
441,160
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Call centre advisor holding a heart in front of her face
18 Empathy Statements That Help Improve Customer-Agent Rapport
527,386
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The Hapless 13: Phrases That Call Centre Agents Must NEVER Say
14,092
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Recorded Webinar: Building Emotional Intelligence into the Contact Centre
1,404
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Emotional Intelligence
2,206
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Support Employees Handling Emotionally Challenging Calls With Empathy
10,070
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