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    Why aren’t we hearing more EMPATHY in customer service?
    Sharon Oatway
    • Jan 22
    • 7 min

    Why aren’t we hearing more EMPATHY in customer service?

    True empathy involves using our feelings to understand the feelings of someone else.
    Sympathy vs. Empathy ... and why empathy matters
    Sharon Oatway
    • Oct 21, 2020
    • 4 min

    Sympathy vs. Empathy ... and why empathy matters

    Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
    What's the best option: Internal or Outsourced QA?
    Sharon Oatway
    • Nov 1, 2019
    • 2 min

    What's the best option: Internal or Outsourced QA?

    Making a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...
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