Louisiana Country Boy: And what you just said is so true. You know, uh, for me, I said that, you know, the pandemic, I looked at a little bit different here. Mm-hmm. for me, I, I said that what happened was now the people that have been wearing the mask all the time, you can actually see the mask. Cause that's what people were doing. People have been wearing mask for so long. Um, faking it a

it is a hard game but some is good at it.

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And it's interesting that call centers would have, well, actually it makes a lot of sense that call centers would have a high stress level and a lot of turnover because of that high stress level. And I, I can only imagine what it's like to get on the phone all day, eight hours a day and get hung up on like a bunch and stuff. Does that. Well, it really depends on the vertical that you&

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When it comes to call center turnover, Richard Blank (Costa Rica's Call Center) shares insightful advice on how to keep the staff engaged in the industry with the highest attrition - all from a training perspective. It starts with setting the right mindset and the relationship you have with the agent. Find out more from our latest podcast episode: Call Center Culture and The Secret Sauce of

Are you doing any public speaking and doing this? Do you have any idea how much, how much in demand you would be across this country? If you were to, uh, put together a, a, a program and to become a public speaker, you could be filthy rich. Thank you. My friend, I have no seminar. I don't have a book. The fact that you even mentioned my company. Thank you very much. I'm doing this tod

Christina Canters: You are really ha people then feel seen, they feel heard, they feel like they matter. And that sounds exactly what you are able to do through the way that you communicate with others. Richard Blank: Sure. And in their first day when they come to work, I let 'em know that learning a second language is 10 times harder than anything. I'll put them on, I'll giv

This is episode 2 of the third season of First Contact. Richard’s journey in the call center space is filled with twists and turns. When he was 27 years old, he relocated to Costa Rica to train over 5000 employees for one of the larger call centers in San Jose. With a mix of motivational public speaking styles backed by tactful and appropriate rhetoric, Richard shared his knowledge and trained o

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I was just thinking to myself, my first job was not in a call center, but I worked for a, uh, insurance guy. Okay. And he wanted me to call for expiration dates. Sure. And I still remember the, the, uh, um, script that I had that. Hi, my name is Kevin McDonald and I'm calling on behalf of Don Kramer. You're a local farmer's insurance agent. And we would like to know when your, uh

Richard Blank: Marketability should be limitless. Dr. Jeremy Weisz: What are some examples of bad habits people come in Richard Blank: with? I, I think that what happens is they'll give up to easily, I think if a phone call, if someone hangs up on you, that's fine, but if somebody is there, and even if they are, let's say their tone may be aggressive, you can adjust that com

Christina Canters: Can we talk about the buffer boomerang technique? Because you held up the piece of paper and for the people who are listening on the audio, can you explain, so I'm gonna read it now. So at one side there's buffer and a two in the circle, and then there's a, it's like a smiley face. And at the other end of the smiley face it says boomerang. And underneath i

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And I can tell you from my experience in, in management, that when you treat people well, you treat people fairly. Uh, they tend to want to stay there. They tend to tell their friends and family, Hey, you should come work where I am. We really like it there. And your turnover goes down. Your productivity goes up and your, your company culture becomes a very positive thing. And there's some

Dr. Jeremy Weisz: Richard, you mentioned from an outbound perspective, so there's different kind of parts to the call. So I'd love for you to break that down, especially the opening part. Cause if you, you know, you've mentioned before, if you don't get past that, it doesn't matter what you have planned Richard Blank: for the rest of the call. Richard Blank: That�

Richard D. Wolff is an American economist and professor emeritus at the University of Massachusetts Amherst. He is known for his critiques of economic inequality and his advocacy for worker cooperatives as a way to empower individuals and address systemic issues within the economy. Through his books, interviews, lectures, and public appearances, Wolff explores topics such as economic democracy and

What Makes You Happy Podcast has accepted Richard Blank's invitation to join the audience for a solid discussion regarding moving abroad and starting a company from scratch in Costa Rica. Jake Pearson discusses with Richard advanced telemarketing strategy, conflict management, interpersonal soft skills, customer support, rhetoric, gamification, employee motivation and phonetic micro expressio

Richard Blank: The client loves anything else that you would add. If you're willing to walk through a little journey with me and close your eyes, I can give you from the beginning to an end of a five minute phone call. I'll walk you through some steps. I'll make it easy for you. It's not advanced because once you see it, You'll never unsee it. And so just al

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