Every day, your customer service team faces emotional customers, long handle times, and stressful escalations. One frustrated caller can disrupt not only the customer experience, but also the emotional state of your employees for the rest of the day.

As leaders, we want our teams to stay calm, take...

Have you ever sat through a training session and wondered, "What's the point of all this?" You're not alone. As customer service professionals, we're often bombarded with training that feels more like a checkbox exercise than a genuine opportunity for growth. But what if I told you there's a simple ...