Call Center Essentials: Calls In Action

Welcome to the “Calls In Action” lesson intended to give call center representatives example scenarios using the tools previously discussed. This lesson is the third of three in the “Call Center Essentials” course, which provides and demonstrates general tips for de-escalating upset callers, as well as an overall better call experience. After viewing this lesson, call center representatives will have two concrete examples of how they can better de-escalate angry callers.