Sometimes, customers complain about your accent or need assistance understanding you. First, let me say, I'm sorry you have to deal with impatient and sometimes unfair customers.

The most important thing to remember in these situations is to handle them professionally and empathically. If you rece...

Stepping into a new role as a first-time supervisor or manager can be exciting and daunting. After all, it's a significant step up in responsibility, and it's natural to feel unsure of what to expect. To help you navigate this transition, management training programs offer essential tools and insigh...

I was mindful of burnout and morale when I managed a call center 20 years ago, but I didn't consider my employees' mental health. Or my mental health. Now that I know better, I want to help you do better than I did.

We must focus on mental health just as we watch metrics, attitudes, and adherence t...

Chat is the primary method of customer support for most of my clients, as opposed to phone calls and emails. Here are my 35 best tips for mastering chat interactions, which I share with my clients.

10 Chat Techniques for Building Rapport with Customers

1. Use personal pronouns: Use "I," W...

One of the most challenging aspects of customer service is dealing with angry and upset customers. Often, these situations can escalate quickly, leading to negative consequences for both the customer and the company. This article will explore customer service de-escalation techniques to help you sou...

During the Q & A segments of my workshops, there are times when I need help understanding the participant or their question. Or I may need time to think through the best way to answer the question. In these situations, I gracefully ask for clarity or the person to repeat the question. I ask for what...

The morale of your contact center agents is crucial to your organization's success and smooth functioning. When agents feel valued and appreciated, they are more likely to perform better and remain committed to their roles. In turn, this can positively impact customer satisfaction and loyalty, ultim...

When customers are over-explaining and emotional, they're in the right brain. You need to get them out of the "emotional" right brain so that they can calm down and you can take over. Asking three closed-ended questions back to back will move customers out of their right brain and into their left br...

As a former Contact Center Manager, I'm always looking at trends and trying to stay ahead of the game, and I know you are, also. I've spent time talking to experts, exploring new technology, and, most importantly, listening to contact center leaders. I've put all my research in this article to help ...

I'm inside my digital classroom answering questions and sharing a question and my answer.

Here's the question, "How do I deliver bad news in medical insurance companies?"

To deliver bad news in medical insurance companies, it's crucial to maintain professionalism, empathy, and transparency. ...

Becoming a manager in a contact center can be both exciting and challenging. This new role offers an opportunity to impact the organization and its customers significantly. However, new contact center managers often face a steep learning curve and unique challenges. As a new manager, you are respons...

I'm reading questions from my YouTube channel and sharing this question from one of my subscribers.

How do I improve NPS and CX scores in my organization? 

I love that you're focused on improving two of the most critical customer service measures. Here's the advice I share with CX leaders. To impr...