If you ever watched the iconic show Inside the Actor’s Studio, with James Lipton, you know all too well one of the notorious questions he asked during each interview: “What’s your favorite word?” I ...

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 ...

This year marks my 10th anniversary as the president of our nonprofit, Buckner International, and already this year I have experienced more uncertainty, panic and fear than the previous nine years ...