How to Leverage Empathy to Build Better Customer Relationships

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

Customer Experience – Just another catch-phrase?

Those of us who have worked in customer service has been focused on removing ‘pain points’ from our processes and products for years. Those

Approaching Customer Service with a 'Beginner's Mind'

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

4 Reasons to Consider Outsourcing your Contact Center QA

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

Saying “No” to “No” – the Art of Positive Language in Customer Service

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

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