Carl Rogers, a psychologist, gave the term “empathy.” empathy refers to a telephone agent’s capacity to imagine themselves in the place of a consumer. With empathy, the agent shares the caller’s concerns: “I understand how you’re feeling because it’s happened to me as well…” is a popular sentence that demonstrates empathy. Additionally, it is frequently confused with pity, which is more of an “I understand what you’re saying…” style of communication, but without the shared experience of living with this disease.