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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 Secret to Building Real Rapport
What can contact centres learn from market traders?
86% of Contact Centres Crave Empathy and Rapport Building Skills
Answers: Coping with Angry and Abusive Customers
Communicate with charisma…how to flick the charisma switch
Handling Customer Complaints – Why You Need to Say Sorry
What Is Empathy?
Cultural Intelligence: What it Can do for Offshorers
How to Give Great Customer Service
Recorded Webinar: How to Improve Rapport with the Customer
Ten Tips to Provide a Greater Webchat Experience
Treating every call like it’s the first
Customer Journey Mapping: Empathy Maps
50 Ideas to Transform Your Contact Centre
The Top Ten Customer Annoyances to Avoid
Trade Secrets: Simple Ways to Improve Call Scripting
Why Empathy in Customer Service Is Not Enough
Ten Tips for Dealing with Customer Complaints
What’s the Difference Between Empathy and Sympathy?
What is Emotional Intelligence?
13 Things Every Contact Centre Advisor Needs to Know
Beating Phone Rage with Care
Best-Practice Ideas for Improving Performance
Recorded Webinar: 10 Ways to Exceed Your Customers’ Expectations
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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: The Impact of AI on the Contact Centre
Webinar Replay: What Does an Excellent Customer Service Strategy Look Like
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Tue 07 May 2024
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Wed 08 May 2024
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