7 min read

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

5 min read

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspectiv

7 min read

Communication Skills for Multilingual Customer Service Reps Serving North America

Explore the 10 most common communication issues for frontline customer service agents when English is their second language.

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