QUESTIONS ARE KING

The French philosopher, Voltaire, stated – “Judge a man by his questions rather than his answers.” The art of compelling conversation is centered on one’s ability to understand, control and present proper questions. Although there are numerous publications on the subject of “asking questions” and there are many question techniques Read more…

THE MUSIC OF CONVERSATION

Over the many years of my teaching compelling conversation skills, I have come to appreciate that an effective conversation is much like an inspiring song. We all have favorite songs that we enjoy listening to. if you have heard a cover to that song performed by a “less than” talented Read more…

THE LAW OF CONNECTION

I often get asked by people when they learn how long I have worked in the Call Center space, what is it about Call Centers that could possibly keep me engaged in that tough world of never ending stress? For me, the answer is easy. There isn’t another profession that Read more…

SWIMMING WITH THE TECH SHARKS

My primary objective of this article, is to warn and guide call centers through the shark infested “call center technology” waters. This article may not make me popular among technology providers however, I would hope that technology provides will take note and consider what I am sharing in this article Read more…

THE POWER OF CONVERSATION

If only people realized how critical their conversations are to their overall progress, prosperity and happiness; they would take learning the strategies and technique much more serious. I realized at an early age how essential compelling conversation was to my survival. As a boy growing up in a diverse inner-city Read more…

THE MAGIC OF WORDS

We’ve all heard it before, “sticks and stones may break my bones – but words can never hurt me.” Maybe we get the meaning of this age-old saying, but it isn’t true – not by a long shot! Words do influence our emotions for better or for worse. Words are Read more…