@kweenekoms: Hear the difference? Clip 1: frontline customer service which required upbeat delivery of opening spiel, while; Clip 2: Tier2 agent handling supervisory call that requires modulated voice that can register authority over the phone. It makes a differnce to show authority over the phone if you know how to modulate your voice. PS. for more escalation handling follow and share! #kweenekoms #callcenterlife #escalationagent