As someone who has delivered customer service and sales training to a variety of industries for the past 18 years, there is no better feeling than arriving at the training site and being welcomed with genuine smiles and excitement from the attendees – I love it when this happens!

Join Call Center Team Leader Rich Cunningham for another episode of Coaches Corner. A special guest, Call Center Team Leader Susan Palur, weighs in on best practices for getting the most out of your magic formula.

Our popular new podcast, Coaches Corner, is back for round two! Tune in as our host, Call Center Team Leader Rich Cunningham delves into the specifics of how to stay in control of a commonly faced situation: What happens when they just want the rate?

It’s a blog post! It’s a video! It’s a Cue-Tip! No… it’s a podcast!

I was in England to assist with a training session for hotel reservation department managers. The night before my presentation, I dozed off with the television in my room on a 24-hour news station. My dreams were influenced by my subconscious mind, which heard the same stories repeated all night long, and when I awoke, I was certain that the UK government had announced that it would accede to a European Union demand that the country immediately start driving on the right side of the road to conform to the practice followed by the rest of the continent.