The Listening Habits That Get Call Center Agents Promoted Sarah had been stuck at the same call center job for three years, watching newer agents get promoted around her. Her stats were decent—average handle time, acceptable customer satisfaction scores. But when the next supervisor position opened up, management picked David, who’d only been there 18 […]
The Best Customer Service Training Apps in 2026
A note on transparency: This guide is published by Glisn, a customer service training app. We’ve deliberately excluded ourselves from the ranking below to keep the comparison honest. If you want our take on where Glisn fits, we get to that in a short closing section after the list. Most “best customer service training apps” […]
Why empathy isn’t just a soft skill: it’s a performance metric
Why empathy isn’t just a soft skill: it’s a performance metric Your manager just pulled last month’s numbers, and they’re not pretty. Your CSAT scores are down, call resolution times are up, and somehow you’re getting more escalations despite following every script to the letter. Sound familiar? Here’s the thing most call centers get wrong: […]
Call center interview tips: what recruiters actually listen for
Call Center Interview Tips: What Recruiters Actually Listen For You’re sitting in the waiting room, palms sweaty, rehearsing your elevator pitch when the interviewer walks out and says, “We’re going to do a mock customer call right now.” Your mind goes blank. Sound familiar? Here’s the thing most call center interview tips won’t tell you: […]
How to handle an irate customer without burning out
How to Handle an Irate Customer Without Burning Out It’s 2:47 PM on a Tuesday. You’ve already taken 23 calls today when the next one comes in. Before you can finish your greeting, someone’s screaming about a billing error that “ruined their entire week.” Your heart rate spikes, your jaw clenches, and you feel that […]
The pause: why silence is the most underused tool in customer service
The pause: why silence is the most underused tool in customer service You’ve just finished explaining the refund policy for the third time. The customer goes quiet. Your instinct? Fill that silence immediately. Jump in with more explanations, ask “Does that make sense?” or worse—repeat everything again. But here’s what experienced agents know: that pause […]
10 phrases that instantly de-escalate any angry customer call
10 Phrases That Instantly De-escalate Any Angry Customer Call You’re three minutes into what should have been a simple call when the customer’s voice jumps two octaves: “This is absolutely ridiculous! I’ve been dealing with this for weeks!” Your heart rate spikes, your palms get sweaty, and you’re already mentally preparing for the complaint that’s […]
