Yesterday I held a live Q&A on YouTube, which was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. 

Watch the replay to hear my answers to the following:

4:04: Can you an...

As someone who has designed training call centers for 22 years, I've learned that efficiency is key to success. One of the most important metrics in this industry is Average Handle Time (AHT), which measures the average duration of a call from start to finish. Reducing AHT is essential for meeting c...

To politely control calls, ask your caller three closed-ended questions, back-to-back. I learned this tactic from a former trainer of law enforcement. The Trainer helped police officers assert their authority and maintain control by having them ask people three questions during traffic stops.

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When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next. It's a crucial skill ...