Articles - Empathy

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

Call Centre Etiquette What Not to Say
Call Centre Etiquette: 15 Things You Should Never Say to a Customer
Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding
Top 25 Positive Words, Phrases and Empathy Statements
Build Rapport on the Phone for Success
How to Build Rapport on the Phone
10 Top Tips to Improve Email in the Call Centre
10 Best Practices to Improve Customer Service Live Chat
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 Expressions to Use in Customer Service
Six of The Best Advisor Behaviours and How Technology Can Develop Them
rapport on chalkboard
27 Effective Ways to Build Rapport With Customers
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?
Make telesales people More Productive
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
How to Handle Angry Customers in a Call Centre
Only 2% of Advisors Have Great Levels of Rapport and Empathy
A person looking overwhelmed as a phone is passed to them
What to Say to an Angry Customer
Empathy Statements for Customer Service
18 Empathy Statements for Customer Service
The Hapless 13: Phrases That Call Centre Agents Must NEVER Say
Recorded Webinar: Building Emotional Intelligence into the Contact Centre
emotion balloons
What is Emotional Intelligence?
Support Employees Handling Emotionally Challenging Calls With Empathy
Recorded Webinar: 10 Ways to Exceed Your Customers’ Expectations