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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 Wrap Emotional Customer Calls Faster-Without Sounding Cold call control
How to Spot the Right Time to End a Callā€”and Lower AHT call center telephone skills call control
From Rage to Resolution: The 3-Step Snatch and Flip for Customer Calm call control customer service de-escalation how to handle difficult customers
Shave Minutes Off Your AHT (Average Handle Time): Proven Mind Tricks for Efficient Calls aht call control
 
Master the Art of Wrapping Up Calls: 3 Simple Techniques for Call Center Reps call control
Get Your AHT Down Fast: 5 Proven Tactics for Calm, Productive Customer Interactions call control customer service de-escalation
How do I end a live chat with a customer when I can't give them what they want? call control live chat best practices
Control Calls with Customers Using Myra's Snatch & Flip Technique call control linkedin learning
A 3-Step Guide to Elegantly Managing Complex Interactions with Customers call control customer service de-escalation de-escalation how to handle difficult customers
The Killer Call Control Technique That Gets Any Customer to Cut to the Chase call control
How to Get a Customer to Stop Over-Talking You + More Questions call control q & a
What I Wish Everyone Knew About Why Calls Go Longer Than We Want (Call Center Call Control) call control

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