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Articles - Empathy
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A selection of articles about empathy, one of the most important skills that an agent should have.
RECENT
POPULAR
“Sorry for the Inconvenience” – How to Offer a Genuine Apology
Customer Service Apologies – Keeping Sorry Fresh and Sincere
The Top Words and Phrases Customers Use to Express their Dissatisfaction
5 Soft Skills Every Agent Needs Before Taking Their First Call
Does Body Language Really Matter When Talking on the Telephone?
Professional Language for Customer Service
Top 20 Examples of Rapport Building Statements
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
The Top 10 Most Important Customer Service Skills
Anatomy of a Good Call – Best practice… The Call
10 Best Practices to Improve Customer Service Live Chat
25 Tips to Make Your Telesales People More Productive
Emotional Intelligence FAQs Answered by an Expert
A Quick Guide to the Feel, Felt, Found Approach
10 Strategies for Overcoming Objection Handling in Sales
Should We Call Customers by Name?
How to Handle Contacts From Challenging Customers
How to Deal With Rude Customers
10 Customer Service Behaviours Every Contact Centre Agent Should Have
Training Cheat Sheet – Emotional Intelligence
What Is Working in a Call Centre Really Like?
7 Ways to Build an Emotional Connection With Callers
How do I – Build Rapport With Callers?
3 Steps to Better Understanding Your Customers
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Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
Latest Resources
eBook: Empowering WFM with AI
Manager's Guide: Choosing The Right Conversation Intelligence Platform
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