Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents are ...

When you go to work, you bring your whole self with you — not just the part of you that's an employee. From your hopes and fears to your background, values and level of experience, there’s often more ...

If you ever watched the iconic show Inside the Actor’s Studio, with James Lipton, you know all too well one of the notorious questions he asked during each interview: “What’s your favorite word?” I ...

Learn about the differences between empathy and sympathy. This article also looks at some frequently asked questions.