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Articles - Empathy

A selection of articles about empathy, one of the most important skills that an agent should have.

How to Assess Quality on Email and Live Chat in the Contact Centre

Make telesales people More Productive

25 Tips to Make Your Telesales People More Productive

A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre

How to Coach Empathy in the Contact Centre – With Three Training Exercises

10 Customer Service Behaviours for Contact Centre Agents

10 Customer Service Behaviours Every Contact Centre Agent Should Have

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

Support Employees Handling Emotionally Challenging Calls With Empathy

10 Best Practices to Improve Customer Service Live Chat

Apologising for the inconvenience, I'm Sorry

“Sorry for the Inconvenience” – How to Offer a Genuine Apology

Customer Service Apologies – Keeping Sorry Fresh and Sincere

How to Build an Emotional Connection with Customers

How do I – Build Rapport With Callers?

Words and Phrases an Advisor Should NEVER Say to an Angry Customer

A photo of a person sticking their tongue out to make a rude gesture

How to Deal With Rude Customers

A picture of arrows going through a wall

10 Strategies for Overcoming Objection Handling in Sales

unknown caller on phone

Should We Call Customers by Name?

What Is Working in a Call Centre Really Like?

FFF feel felt found technique - words FFF feel felt found on white note

A Quick Guide to the Feel, Felt, Found Approach

Portrait of call center worker accompanied by her team.

The Top 10 Most Important Customer Service Skills

Understand your Customer on paper

3 Steps to Better Understanding Your Customers

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

woman embracing sweetly her dog while looking the view

An Action Plan for Customer Empathy

empty book

Training Cheat Sheet – Emotional Intelligence

frustrated young woman wearing microphone headset dressed in shirt sitting at her workplace at the office,

How to Deal With Difficult Customers

Anatomy of a Good Call – Best practice… The Call