Posts Tagged "empathy"

Chip was far from perfect but there was no better dog to mope around the house with on a rainy day.

The Skill of an Empathetic Response

Share this article: Chip was far from perfect but there was no better dog to mope around the house with on a rainy day. I had to do something I’ve been dreading and avoiding for awhile. We decided after nine...
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Generation Empathy

Share this article: That’s me in the first row, 2nd from the right. Number 7. Man, did I love playing baseball back then. I turned 47 this year. It came and went and I didn’t think much about it at...
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Change the World in 20 Seconds or Less

Share this article: Ever have one of those days where you’re trying to cram a week’s worth of work into eight hours. You know those times where you seemingly lose touch of your need for basic things like food and...
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Connection Eats Grammar For Lunch

Share this article: This post originally appeared as a guest article for Cxpert. You can check out the original article here. You’ve likely heard the famous Peter Drucker quote: Culture eats strategy for lunch. That’s a bit of wisdom that...
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A Threefold Approach to Empathy Training

Share this article: This article was originally written By Sheri Kendall-duPont and Mikey Corral, Jr. for ICMI and can be found here. Like many customer service operations, empathy has long been a key ingredient in the service we provide at FCR. It...
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Beyond Empathy Statements

Share this article: Answers.com defines an empathy statement as a two part statement constructed by a customer service professional that labels the perceived emotion and communicates their understanding of that emotion to the customer. It serves to clarify and reinforce...
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The Customer Service Dynamic Duo

Share this article: Pow! Kapow! Bam! Smash! Zap! Thwack! Empathy? Willingness to help? Yep, I inserted empathy and willingness to help into a superhero fight sequence and I’m going to spend the next several paragraphs telling you why they belong...
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Photo Credit: Quinn Dombrowski

The Crazy Things Contact Center Agents Value Most

  In a recent email poll, I asked my colleagues for their honest and open feedback regarding our QA process at FCR.  My goal was to gain a better understanding as to the qualities they aim to put into practice…

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