Influence occurs when you are authentic, as you invest in others. It is the ability to have a positive impact on others or to gain their buy-in.

For supervisors, navigating constantly changing and ambiguous circumstances adds to the stress load.

Delivering ‘peace of mind’ uniquely through the human connection generally results in lasting customer relationships and greater satisfaction.

The first sentence of an email to a customer gets more attention than all the other sentences combined.

Training sessions are never the destination; they’re the start of the journey.

Leaders who are aware of their tendencies, biases and blind spots tend to be more open to growing into the best version of themselves.

Some stories help explain a topic, but those that make a more significant impact start with a problem and later reveal the solution.

Amazing team leaders always remember that they are leader, coach and mentor.

AI is taking on transactions formerly done by tier 1 agents, and agents are now moving up to tier 2 customer interactions.

The conversation running in my head kept me from listening to what the agent said.

To become the best version of yourself, the most empathetic version, the most compassionate and kind version—takes work!

Developing skills takes time and continuous effort and can never be obtained from attending a workshop, in-person or virtual.

Injecting more than the usual amount of knowledge checks into the middle of presentations helps to keep the class engaged and makes learning a two-way exchange of information.

How you treat your best employees during a downturn will influence whether you retain them when times get better.

51% of employers don’t offer soft skills training or training that teaches essential communications skills. COVID-19 is giving businesses a reason to ramp up this training.