Latest Posts

How Critical Thinking Drives Adaptability

Critical thinking is one of the most sought out skills by employers. The ability to think critically and pivot is a must in today’s workplace. Critical thinking requires an open mind to possible complex decision-making and causes you to think about issues beyond face value. With the world moving a million miles a minute, customers…

How Recognizing Emotions Enhances the Customer Experience

A helpful guide in determining what a caller is feeling and its impact on your bottom line: In the customer experience industry, it is our underlying goal in wanting to elevate the level of happiness and satisfaction in all our customer interactions.  And at Abby Connect, we’ve found that we can provide an even better…

Friendly and Positive Language

A Practical and Productive Guide in Transforming Your Language What is Friendly Language? While we are speaking about “language” here, let’s first address the impact of what negative language has on us.  We’ve all been there before, we encounter someone rough, gruff, and negative.  Over the phone it’s even worse; Scary or unfriendly phone voices…

Why Personality Assessments Are Key to Conflict Resolution

Not getting along with someone important in your life? Are you ready to give them the boot? You might think that you don’t like them, but you might actually be able to chalk it up to personality differences. Learning how to assess someone’s personality type can be helpful when you find yourself in conflict with someone. …

key ingredients to listening

How Listening and Question Asking Can Improve Your Customer Service Skills

Empathy is a deep, heartfelt emotion that exists within all of us. Some people have a harder time either recognizing that it’s appropriate to have or recognizing when it needs to be conveyed and how to do that. Because without the words, the other person may not know that you understand their feelings. Read on for a detailed guide on building the empathy skills necessary to help connect with people.

Receptionist Rating

Barriers in Empathy Over the Phone

Empathy is a deep, heartfelt emotion that exists within all of us. Some people have a harder time either recognizing that it’s appropriate to have or recognizing when it needs to be conveyed and how to do that. Because without the words, the other person may not know that you understand their feelings. Read on for a detailed guide on building the empathy skills necessary to help connect with people.

empathy webinar abby connect

Empathy-Focused Service: The Key to Increasing Loyalty and Decreasing Turnover

Company culture impacts your customer satisfaction, reviews, and reputation. Abby Connect employees and customers know the impact that empathy-focused service can have on any type of business that serves people. Check out our recorded webinar to discover what we have learned by offering an empathy-focused service and running a heart-centered business for 16 years.

like fingerprints your voice is your signature graphic

Professional Tone and Smiling: Smile and the World Smiles with You

Everyone has their very own unique voice. Just like fingerprints, your voice is your signature identifier. However, what we all have in common with our unique voices is our tone. And, what exactly is tone, you ask? Well, tone is something we all have, and we can all express tones that are recognizable in just…