How to Connect with your Caller

It’s morning, you walk in to your office and read your emails. Wow! That important potential customer called last night and they want you to call back at noon today. You’re excited, you know your business backwards and forwards and you know you are perfect...

First Impressions

When I was growing up my teachers would tell us over and over again how important first impressions were. Of course, back then that meant brushing your teeth and making sure your shoes were on the right feet. Okay, maybe it was more than that but you get the picture,...

Your Team & Your Clients: Bridging The Gap

Your agents are smart, kind and skilled, but they may find themselves struggling with a particular organization or industry. Is this a problem? No. It’s an opportunity! The first step in helping an employee who is struggling (or dreading) a particular account is...