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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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Validate, Don't Absorb: Empathetic De-escalation for Resilient Service Pros customer service de-escalation how to handle difficult customers mental health in contact centers
 
National Customer Service Week Kick-off (30-Day Self-Care Challenge!) celebrating national customer service week mental health in contact centers
Don't Let Tough Calls Drain You: 7 Recharge Rituals for Customer Heroes celebrating national customer service week mental health in contact centers
From Stressed to Refreshed: 10 At-Desk Mindfulness Hacks celebrating national customer service week mental health in contact centers
From Frazzled to Focused: Guided Meditations for Bouncing Back After Tough Calls celebrating national customer service week mental health in contact centers
10 Mood-Boosting Activities for Customer Service Week celebrating national customer service week mental health in contact centers
It's Time to Talk About Mental Health in Contact Centers mental health in contact centers

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