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What I Wish Everyone Knew About Why Calls Go Longer Than We Want (Call Center Call Control)

call control

I sat down with author, consultant, and trainer Jeff Toister to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control.

Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long.

CONTINUE THE CONVERSATION WITH ME?  

 If you need more help with conversation control, take my Call Control course on LinkedIn Learning. 

The 3R Conversation Control System™
(Formerly De-escalation Academy) 

A psychology-based system that helps professionals stay calm, redirect difficult conversations, and confidently resolve interactions—even when the answer is no.

Used by teams at Fortune 500 companies and NFL guest experience organizations.

Discover the 3R Conversation Control System™

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