In customer service training circles, there’s a belief that you can't train for empathy. In other words, the empathy required by a customer-facing employee is a fixed personality trait, something that ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

What exactly is customer service-specific empathy? And how do you go about training employees in it (if, in fact it can be trained for) and deploying its power at your company? Let me back up. If you ...

Contact center specialists need empathy to succeed in their roles. Here are some methods of teaching it. Empathy is often cited as the top skill contact center professionals need to succeed. Empathy ...

Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents are ...

There are three domains of empathy: emotional, cognitive, and compassionate. Mastery of these domains is often shown in the positive feedback and loyalty shown to a brand. If you brand your company as ...

Opinions expressed by Entrepreneur contributors are their own. Economic headwinds and changing customer expectations after the pandemic have caused many CEOs to scratch their heads about how to get ...

When you go to work, you bring your whole self with you — not just the part of you that's an employee. From your hopes and fears to your background, values and level of experience, there’s often more ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...