60 Days + 5 Ways to Lift your Call Center Net Promoter Score

As we continue to work with organizations to help improve their NPS, there are 5 key strategies that have proven successful across ...

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

Walk a Mile in My Shoes - Coaching for Empathy

Sharon Oatway

Oct 21, 2020
1 min

Walk a Mile in My Shoes - Coaching for Empathy

There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....

10 Tips for a Great Call Center Agent Training Experience

Sharon Oatway

Jul 28, 2020
9 min

10 Tips for a Great Call Center Agent Training Experience

As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.

Moving from an "Exhausting" to "Effortless" Experience

Kirk Dunn

Jun 20, 2018
6 min

Moving from an "Exhausting" to "Effortless" Experience

We need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?

Leveraging Empathy to Build Better Customer Relationships

Sharon Oatway

May 10, 2018
5 min

Leveraging 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

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

Kirk Dunn

Sep 6, 2016
6 min

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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60 Days + 5 Ways to Lift your Call Center Net Promoter Score

Sympathy vs. Empathy ... and why empathy matters

Walk a Mile in My Shoes - Coaching for Empathy

10 Tips for a Great Call Center Agent Training Experience

Moving from an "Exhausting" to "Effortless" Experience

Leveraging Empathy to Build Better Customer Relationships

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