Sharon OatwayJun 17, 20215 minThe Importance of Call Center Schedule AdherenceIn a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the
Kirk DunnJan 5, 20217 minCommunication Skills for Multilingual Customer Service Reps Serving North America Explore the 10 most common communication issues for frontline customer service agents where English is their second language.
Sharon OatwayOct 21, 20204 minSympathy vs. Empathy ... and why the differences matterBoth empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
Sharon OatwayOct 21, 20201 minEmpathy in Customer Service: Coaching for Better Customer ExperiencesThere has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....