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Steve Shellabear

Experience call centre coach and managing director of Dancing Lion

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How to Handle Contacts From Challenging Customers

How to Handle Contacts From Challenging Customers

What Is Performance Management? With a Definition and Best Practices

What Is Performance Management? With a Definition and…

How to Deal With a Talkative Customer

How to Deal With a Talkative Customer

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

Customer Service Skills: How to Improve Empathy, Active…

Making Mentoring Work in the Contact Centre

Making Mentoring Work in the Contact Centre

10 Ways to Speed up Complaint Handling

10 Ways to Speed up Complaint Handling

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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