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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.

Browse articles below.

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Unlocking Your Potential: Management Training Essentials for First-Time Supervisors and Managers call center management management training
 
Navigating Leadership: Top 5 Tips for New Contact Center Managers to Succeed call center management contact center management from peer to boss
Things That Happen When You Go From Employee to Supervisor call center management from peer to boss management training
20 Impactful Tips to Transform Your Call Center Telephone Customer Experience call center management call center telephone skills

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All Categories 30-minute customized video training balto ai behind the workshop building rapport with customers call center de-escalation call center management call center telephone skills call center training call control celebrating national customer service week chat customer service best practices complaint handling contact center contact center ai contact center coaching contact center efficiency contact center management contact center trends 2023 creating a customer service culture creating customer personas cross-cultural communication skills customer experience customer servcie training customer service ai customer service cheat sheets customer service de-escalation customer service soft skills customer support across languages cx de-escalation de-escalation for customer service de-escalation training email best practices empathy for customer service enforcing a mask mandate from peer to boss global customer service how to deliver bad news how to apologize to a customer how to handle difficult customers how to say no to a customer how to talk to customers linkedin learning live chat best practices management training mental health in contact centers national customer service week nps q & a soft skills training supporting customers who are experiencing mental illness telephone skills training user personas verbal aikido virtual customer service training virtual de-escalation training