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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
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
How to Handle Angry Customers in a Call Centre
Only 2% of Advisors Have Great Levels of Rapport and Empathy
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
The Hapless 13: Phrases That Call Centre Agents Must NEVER Say
Recorded Webinar: Building Emotional Intelligence into the Contact Centre
What is Emotional Intelligence?
Support Employees Handling Emotionally Challenging Calls With Empathy
Recorded Webinar: 10 Ways to Exceed Your Customers’ Expectations
Emojis in Customer Service – Cheeky or Charming?
Anatomy of a Good Call – Best practice… The Call
Recorded Webinar :Building a Positive Culture in the Contact Centre
86% of Contact Centres Crave Empathy and Rapport Building Skills
50 Ideas to Transform Your Contact Centre
Best-Practice Ideas for Improving Performance
9 Lessons From the Connect Assist Contact Centre
How to Build Customer Empathy in Your Call Centre
Top 20 Examples of Rapport Building Statements
Trade Secrets: Simple Ways to Improve Call Scripting
7 Ways to Build an Emotional Connection With Callers
The Secret to Building Real Rapport
Recorded Webinar: Building Rapport Over the Telephone
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Editor's Pick
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
21 Tips to Make Your Customers Feel Truly Valued
Top 10 Use Cases for Speech Analytics
Latest Resources
eBook: Rethink Your Contact Centre Training
Guide: How to Foster a Digitally Mature Mindset for CX Excellence
Upcoming Events
Uniting CX and the Contact Centre for a Competitive Edge – Webinar
Tue 23 Apr 2024
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Wed 24 Apr 2024
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