Articles - Dave Salisbury

Dr. Dave Salisbury is an I/O Psychologist, program leader, and project manager constantly working to build people.

Dedicated to human development, continuous improvement, and quality assurance, his operations mindfulness and life-long learner approach to problem-solving keep him engaged and working. With skills leading projects in a plethora of industries, he brings an unmatched customer-FIRST perspective to all of his activities.

Known for leading, following, and teaching well, Dave builds organizational trust in teams that achieve their highest potential.

Connect with Dr M. Dave Salisbury on LinkedIn

A Policy for Dealing with Abusive Customers
Sneaky Tricks Employee Play concept with joker card
20 Sneaky Tricks That Call Centre Employees Play
Person on phone to customer service happy with service
21 Tips to Make Your Customers Feel Truly Valued
Person laughing and feeling happy while working at a call centre
21 Amazing Habits to Foster in Your Frontline Agents
46 Tips for Managing Absence
Yellow phone placed down as a result of dead air time on customer service call
Seven Tips to Avoid Dead Air Time in Customer Service Calls
How to Build an Emotional Connection with Customers
training course meeting
50 Call Centre Training Tips
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
Train Team Leaders Well
Party backgrounds with colorful confetti, streamers and gift box.
10 Fun Ideas for Customer Appreciation Day
Happiness and strategy concept with happy person playing chess
Expert Strategies to Improve Customer Happiness
Customer Service Agents With Headsets Working In A Call Center
16 Ways to Reduce AHT – Without Damaging the Customer Experience
Customer icons and arrows overlayed over a person - spotting points with customer concept
25 Ways to Proactively Spot Your Customers’ Pain Points
how to calculate employee engagement score
How to Calculate an Employee Engagement Score
time bomb ticking
Key Performance Indicators (KPIs) Are Damaging Employee Engagement
A picture of an anxious person staring at their phone
Top Tips for Dealing With Anxious Customers
A photo of someone stacking business blocks
What Is the Purpose and Mission of Your Contact Centre?
fish jumping bowl
Top 10 Tips for Exceeding Customer Expectations
A line of advisors work under supervision of a supervisor
Call Monitoring – Understanding this Tool in the Call Centre
The Quality Problem: Good Advisors Stay Good – Average Advisors Stay Average
Unhappy call centre agent in front of yellow wall covered in post it notes
An Action Plan for Customer Service Agent Abuse
Call centre workers
Leadership Series: Juran’s Rule and the Call Centre
What “Going the Extra Mile” REALLY Means in Customer Service