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Empathy

Find and explore a range of content on fostering empathy in contact centres to enhance customer relationships and satisfaction.

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6 Steps to Improve the Customer Experience

6 Steps to Improve the Customer Experience

Treating every call like it’s the first

Treating every call like it’s the first

Top tips for dealing with redundancy survivors

Top tips for dealing with redundancy survivors

Communicate with charisma…how to flick the charisma switch

Communicate with charisma…how to flick the…

Time for a call centre exchange?

Time for a call centre exchange?

Handling Difficult Customers

Handling Difficult Customers

Developing empathy in the call centre

Developing empathy in the call centre

Handling Customer Complaints – Why You Need to Say Sorry

Handling Customer Complaints – Why You Need to Say…

How Do I – Manage Negativity to Change?

How Do I – Manage Negativity to Change?

How Do I – Manage People Who Are My Friends?

How Do I – Manage People Who Are My Friends?

How to Improve Empathy in the Call Centre

How to Improve Empathy in the Call Centre

How do I – Build Rapport With Callers?

How do I – Build Rapport With Callers?

Cultural Intelligence: What it Can do for Offshorers

Cultural Intelligence: What it Can do for Offshorers

Answers: Coping with Angry and Abusive Customers

Answers: Coping with Angry and Abusive Customers

Beating Phone Rage with Care

Beating Phone Rage with Care

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

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