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

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.

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

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