With the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.

Do your CSRs have the skills needed to deliver an experience that reflects your brand at its best. Check out the Top 10 CS Skills for 2021

This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds

Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different

There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....

As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.

Every call center agent would benefit from sales skills whether it is selling a product/service directly or selling an idea/option.

We all want to do well and are disappointed when we don’t. We are self-critical. We need to take the focus off ourselves and put it on ...

Empathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali

Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.

We need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?

We usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s

A beginner’s mind is open and aware, ready to experience new things. A beginner’s mind approaches tasks and events without the baggage of pr

Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.

No one likes to hear the word ‘no.’ It is an obstacle and an irritation. It stops us from moving forward on our chosen path. And when we run