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

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.

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?

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

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