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10 Tips for a Great Call Center Agent Training Experience

As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.

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The Importance of Call Center Schedule Adherence

In a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the

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Why aren’t we hearing more EMPATHY in customer service?

This article explores the impact empathy has on customer service interactions. True empathy involves using our feelings to understand the f

4 min read

Sympathy vs. Empathy ... and why the differences matter in Customer Service

Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different