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

1 min read

Empathy in Customer Service: Coaching for Better Customer Experiences

There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....

3 min read

Why Sales is an Essential Skill for Every Call Center Agent

Every call center agent would benefit from sales skills, whether selling a product/service directly or selling an idea/option.

6 min read

Moving from an "Exhausting" to "Effortless" Experience

We need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?