In a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the

This article explores the impact empathy has on customer service interactions. True empathy involves using our feelings to understand the f

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

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?