Articles about rapport

Luke Turner shares with us the trials and tribulations of working in a multilingual contact centre.

This week, Jo Lord looks at the impact that communication styles have on assertiveness.

Assertiveness is ‘the ability to express one’s ideas, opinions and beliefs openly and honestly, without violating the rights of others’.  Yet it is the part that says ‘without violating the rights of others’ that some people forget and inadvertently tip into behaving ‘aggressively’.
Carolyn Blunt explores how we can get our agents to deliver the right [...]

The most popular view is that the more loyal a customer is, the better.  But is this really true?
Richard Snow investigates.

We all know what good service feels like when we get it. Sadly we also know how bad service feels.
From a contact centre perspective good service is relatively easy to do. Carolyn Blunt explores three key areas.

Call scripting is used in around half of all contact centres.  Get it right and nobody would know that their call is being guided.  Get it wrong and the call can sound stilted.
So how can we develop the best script for a contact centre?  We asked two experts for their advice. 

Remember being sent off to another country for a language exchange?  Here is the example of another company that is doing this with two of its call centres.
Could we all benefit from a period of time in another call centre?  Jonty Pearce investigates.

Rapport building is an integral part of the communication process. Lack, or absence, of rapport can fundamentally affect the outcome of any conversation.  Christine Knott shares her top tips with us…

It’s easy to develop rapport with someone when you meet them face-to-face. A friendly handshake, the right amount of eye contact: these are the things that build connections. But exactly what do you do when you’re trying to achieve rapport building over the phone? Nick Drake-Knight addresses this very issue.