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Articles - Training
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Top 10 Ways to Reassure Your Customers
How to Build Rapport on the Phone
Training Cheat Sheet – Handling Difficult Customers
UK Phonetic Alphabet – Free Download
Spanish Phonetic Alphabet – Free Download
How to Train Active Listening in the Call Centre – With Four Exercises
9 Fun Customer Service Training Exercises
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?
Use Mock Calls to Improve Agent Performance – With Free Exercises
25 Affirmative Words and Statements to Support Customers
The Top Words and Phrases Customers Use to Express their Dissatisfaction
French Phonetic Alphabet – Free Download
10 Strategies for Overcoming Objection Handling in Sales
How to Coach Empathy in the Contact Centre – With Three Training Exercises
Top Tips for Selling Over the Phone
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
How to Conduct a Skills Audit and Coaching Plan
5 Soft Skills Every Agent Needs Before Taking Their First Call
50 Call Centre Training Tips
Training Cheat Sheet – Effective Questioning
Top Tips for Induction Training Programmes
10 Initiatives to Improve Induction Training
9 Customer Service Role Plays
Training Cheat Sheet – Motivating Teams
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Editor's Pick
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
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Latest Resources
2024 Contact Centre Buyer’s Guide
eBook: 5 Ways Conversational AI Can Support Contact Centre Automation
Upcoming Events
Contact Centre and Customer Services Summit
Mon 29 Apr 2024
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Tue 30 Apr 2024
Latest Insights
Ofcom Latest: What Contact Centre Leaders Need to Know
Delivering Exceptional Experiences in the Real World
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The Key Elements of a CX Lifecycle and Ways to Improve It
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