Sharon OatwayJan 27, 20217 minManaging Irate Customers in Customer ServiceWith the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.
Sharon OatwayOct 21, 20204 minSympathy vs. Empathy ... and why empathy mattersBoth 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 minWalk a Mile in My Shoes - Coaching for EmpathyThere has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
Sharon OatwayJul 28, 20209 min10 Tips for a Great Call Center Agent Training ExperienceAs more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
Kirk DunnMar 5, 20192 min4 Ways Agents Can Leverage Empathy To Build Better Customer RelationshipsEmpathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali
Sharon OatwayMay 10, 20185 minHow to Leverage Empathy to Build Better Customer RelationshipsWe usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s