You Can Tell in Five Seconds If Training Actually Worked ai in contact centers call control skills Mar 23, 2026

At a recent workshop in Washington State, something simple happened that told me everything I needed to know.

At the end of the session, participants were asked to summarize what they learned.

Not with notes.
Not with a survey.
With crayons.

Each person created a “bumper sticker” version of the t...

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When Fight-or-Flight Kicks In: How to Calm Customers Before They Know They Need It call control call control skills Feb 09, 2026

Picture this: you're eight years old, sitting in a doctor's waiting room, and your stomach is in knots because you know you're about to get a shot. But instead of sterile white walls and uncomfortable chairs, you're surrounded by a magical spaceship playground that makes you forget all about your fe...

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