Best Practices for De-Escalating a Call

Best Practices for De-Escalating a Call

Four Steps to Resolve any Customer Conflict: Our brains are hardwired to over-react. Conditioned to survive above all else, our brains can’t help but interpret day-to-day stresses as potential threats to our well-being. It doesn’t matter what’s causing us stress or...
3 Ways To Develop Proactive Call Behavior

3 Ways To Develop Proactive Call Behavior

“I’m not a product of my circumstances. I’m a product of my decisions.” –  Stephen Covey. We regularly look into Balto calls to uncover sales behaviors that work best. While examining the data, we discovered that being proactive is highly correlated with wins on...