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Weekly articles you can read in 8 minutes 

I share my best articles on de-escalation, empathy, connection, call control, and delivering bad news here.

Take charge of challenging interactions with my psychologically-backed tactics.

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35 Tips for Improving Live Chat Efficiency, De-escalating, and Closing Interactions Faster chat customer service best practices live chat best practices
How to Sound and Feel Confident When De-escalating Angry Customers call center de-escalation customer service de-escalation de-escalation how to handle difficult customers
When You Don't Understand Your Customer, This Is What I Want You to Say customer support across languages
20 Exciting Ways to Show Your Contact Center Agents They're Valued
The Killer Call Control Technique That Gets Any Customer to Cut to the Chase call control
Top Contact Center Trends for 2023 You Need to Know contact center ai contact center efficiency contact center management contact center trends 2023
"How do I deliver bad news in medical insurance companies?" how to deliver bad news q & a
 
Navigating Leadership: Top 5 Tips for New Contact Center Managers to Succeed call center management contact center management from peer to boss
How do I improve NPS and CX scores in my organization? cx nps
When a customer demands someone from the United States or someone whose first language is English, what do you do? customer support across languages q & a
Imagine your next phone call is from an angry customer. Are you 100% confident you can handle it? call center de-escalation customer service de-escalation de-escalation training linkedin learning
Empathy is a Powerful De-escalation Tool empathy for customer service
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