Empathy for Call Center Agents: Importance & Improvement


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question 1 of 3

What is empathy?

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1. Being empathic as a call center agent can produce all of the following results, EXCEPT _____?

2. Why is sincerity important in a call center environment?

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About This Quiz & Worksheet

The five questions in this quiz and worksheet will test your knowledge of empathy in call center communication. For instance, you should be familiar with a training exercise that improves empathy by providing feedback on how an agent handled a customer call.

Quiz & Worksheet Goals

This quiz will assess what you know about the following:

  • The definition of 'empathy'
  • Results produced by call center agents being empathetic
  • The importance of sincerity
  • How active listening can increase empathy
  • A training exercise that improves empathy

Skills Practiced

  • Defining key concepts - ensure that you can accurately define a key word, such as empathy
  • Making connections - use what you've learned to make connections between active listening and empathy
  • Interpreting information - verify that you can read information about sincerity in a call center environment and interpret it correctly

Additional Learning

Keep studying this topic with the lesson titled Empathy for Call Center Agents: Importance & Improvement. Below are just a few examples of what you can expect to find in this lesson:

  • Different ways to improve empathy
  • Examples of how to demonstrate empathy
  • Diffusing volatile phone calls