Serious, unusual circumstances like a pandemic tend to shine a spotlight on the call center insights that matter most. That’s because stressful times and uncertain economic conditions can bring out the worst in everyone: customers’ emotions might run Read more...

Being a customer support agent has to be one of the most stressful jobs in the world, even during normal times. Dealing with issues and problems all day every day is draining. And customers are sometimes at their worst when they connect with agents. The Read more...

When I use the phrase “corporate training” what is the first emotion that crosses your mind? Likely, the emotional equivalent of an eye roll. Too often, corporate training is designed to produce compliance, not creativity. Instead of inspiring employees Read more...