Is giving my staff phone training CDs enough to fix our call handling? No. Passive training, handing your team recordings and hoping they listen, gets you from an F to maybe a C plus or B minus with a lot of nagging. That is the ceiling, and there is a clean reason for it. Nobody outside the office is hearing the calls. No third party is scoring them, no report lands on a desk every month, so there is no honest mirror. People drift back to comfortable habits the second the pressure eases. Listening to a CD is the dental equivalent [...]