Welcome to the “Back to Basics” lesson intended to give call center representatives an overarching approach to their inbound and outbound calls. Covered topics include tone, action, active listening, and kindness. This lesson is the first of three in the “Call Center Essentials” course, which provides and demonstrates general tips for de-escalating upset callers, as well as an overall better call experience. After viewing this lesson, call center representatives will have concrete tools to better help them approach each call.