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Weekly articles, usually with videos

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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How to Spot the Right Time to End a Callā€”and Lower AHT call center telephone skills call control
Don't Cut Them Off! Mastering the Yield for Calmer Customer Calls building rapport with customers call center telephone skills linkedin learning
7-Step Call Flow Strategy for Customer Service Calls call center telephone skills friendly customer service improving telephone skills smooth call transitions telephone customer experience telephone skills training
 
Elevate Your Customer Service By Speaking In Complete Sentences building rapport with customers call center telephone skills
The Power of Positive Language: How it Can Transform Live Chat and Phone Calls building rapport with customers call center telephone skills live chat best practices telephone skills training
Unlock the Secrets of Exceptional Call Center Customer Service: Top Techniques for Establishing Strong Connections with Every Caller building rapport with customers call center telephone skills chat customer service best practices
Mastering Call Flow: The Ultimate 9-Step Telephone Strategy for Contact Centers call center telephone skills telephone skills training
20 Impactful Tips to Transform Your Call Center Telephone Customer Experience call center management call center telephone skills
Bring Life to Dead Air Space on Customer Calls call center telephone skills telephone skills training
When You Have Difficulty Pronouncing Your Customer's Name, I Want You to Say: call center telephone skills customer service soft skills
10 Proven Telephone Skills Every Call Center Agent Should Know call center telephone skills
Handling Foreign Accents + Positive Phrasing for a Fantastic Telephone Customer Experience call center telephone skills telephone skills training

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