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

Customer Service - Going the Extra Mile
Going the Extra Mile in Customer Service
Unhappy call centre agent in front of yellow wall covered in post it notes
An Action Plan for Customer Service Agent Abuse
Two people on isolated backgrounds shrugging
Why Should Your Customers Remain Customers?
A picture of an agent sat on her desk meditating
The Latest Thinking on Organizational Design and Workplace Stress
Person stood in front of many different doors choosing one
Flexible Workspaces – Alternative Work Options
Trainer writing on whiteboard in front of blurred students
The Role of a Call Centre Trainer
A photo of an online learning session
How to Improve Your Remote Contact Centre Learning Strategy
A picture of a communication breakdown
What Is Causing Call Centre Communication Breakdowns?
A photo of a call centre agent listening
How to Improve Your Customer Service Listening Skills
A picture of a hand hitting the start button
Customer Service Begins With Employees
A picture of a rethink warning
5 Ways to Rethink Contact Centre Training
A photo of someone stacking business blocks
What Is the Purpose and Mission of Your Contact Centre?
A photo of someone using a tablet to complete a survey
Customer Service Surveys – Bringing Sanity to the Survey
Party backgrounds with colorful confetti, streamers and gift box.
10 Fun Ideas for Customer Appreciation Day
A line of advisors work under supervision of a supervisor
Call Monitoring – Understanding this Tool in the Call Centre
Recorded webinar on call monitoring strategies
Recorded Webinar: Strategies for Call Monitoring
What “Going the Extra Mile” REALLY Means in Customer Service
Angry person shouting down phone
A Policy for Dealing with Abusive Customers
The Johari Window: A Contact Centre Training Tool
8 Things to Remember When Changing Contact Centre Business Processes
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
The Quality Problem: Good Advisors Stay Good – Average Advisors Stay Average
Call centre agent - sneaky tricks employees play to avoid calls
20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls
Words and Phrases an Advisor Should NEVER Say to an Angry Customer