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Articles - Empathy

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

The Top Qualities for a Contact Centre Advisor

How to Build an Emotional Connection with Customers

Recorded Webinar: How to Improve Rapport with the Customer

A large red cross is in the centre of the image. In the corners are two agents who have angry customers on the phone

How to Handle Angry Customers in a Call Centre

Only 2% of Advisors Have Great Levels of Rapport and Empathy

Picture of angry person in sweater screaming at smartphone over red background

What to Say to an Angry Customer

The Hapless 13: Phrases That Call Centre Agents Must NEVER Say

Recorded Webinar: Building Emotional Intelligence into the Contact Centre

emotion balloons

What is Emotional Intelligence?

Support Employees Handling Emotionally Challenging Calls With Empathy

Recorded Webinar: 10 Ways to Exceed Your Customers’ Expectations

Emojis in Customer Service – Cheeky or Charming?

Anatomy of a Good Call – Best practice… The Call

Recorded Webinar :Building a Positive Culture in the Contact Centre

86% of Contact Centres Crave Empathy and Rapport Building Skills

50 Ideas to Transform Your Contact Centre

Best-Practice Ideas for Improving Performance

9 Lessons From the Connect Assist Contact Centre

How to Build Customer Empathy in Your Call Centre

people talking with headsets on and chat bubble above their head

Top 20 Examples of Rapport Building Statements

Trade Secrets: Simple Ways to Improve Call Scripting

7 Ways to Build an Emotional Connection With Callers

The Secret to Building Real Rapport

Recorded Webinar: Building Rapport Over the Telephone