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 ...

Sometimes people in the healthcare industry over think issues. It's all done with the best intentions, but a simple concept such as patient satisfaction can be made to appear as complex as ICD-10. Set ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...