It’s Friday and we could all use a little chuckle. Thanks to Matthew and Conversations with Life for sending this my way. It’s a great reminder for all of us in the contact center industry. When you serve others over the phone you don’t have body language, facial expressions, or other non-verbal cues to help you communicate. On the phone, what you say and how you say it is critical. Having capable langauge and communication skills can mean the difference between swimming or sinking in the mind of your customer (pun intended).