De Escalation Techniques For Customer Service Call Center
De-escalation Techniques for Customer Service Call Centers — Practical, Measurable, Professional Core Principles and Psychological Foundations Successful de-escalation in a call center starts from three evidence-backed principles: emotional validation, perceived control, and rapid containment. Validation reduces limbic arousal by 20–40% in conflict studies; in practice this means agents should spend the first 20–60 seconds on … Read more