Authors

When people complain they usually express feelings and the situation is generally more emotional than factual - up to 80% emotional. Your job is to identify the feelings and empathise with the customer. At the same time you have to sift through the emot...

The call center industry has skyrocketed to one of the most lucrative and important businesses in the world. Countries like India, Netherlands etc are the forerunners in the business. But leading countries like US and the UK are also fast catching up. W...