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When you take calls/e-mails, etc. from overseas customers, consider buying local newspapers from all the countries you take calls from. This will help your agents be aware of local issues in that country and could help them empathise with callers and build rapport. For example, if your center is in the US and you take calls from the UK, then it would be good for your agents to be aware of the recent issues regarding fuel availability especially if callers are having problems with a product that they may need to take back to a retailer for repair. It’s these extra things you can do which can have a positive impact on your customers.