Empathy in customer service is no longer just about resolving issues—it’s about (re)building trust and inspiring loyalty. 

This blog compares a few high-profile examples of those who faltered in delivering great customer service with those who succeeded.

Contact Center Quality Assurance Specialist/Analyst job description and key performance measures. Updated for 2025.

[2025 Update] Here are the top 10 skills your customer service agents need to deliver an experience that reflects your brand at its best.