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People

“People” covers everyone who works in or with the contact centre — from frontline agents and team leaders to support staff, trainers, and managers. It includes hiring, developing, motivating, and retaining people to deliver great customer service.

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How Do I – Manage Negativity to Change?

How Do I – Manage Negativity to Change?

25 Affirmative Words and Statements to Support Customers

25 Affirmative Words and Statements to Support Customers

Words and Phrases an Advisor Should NEVER Say to an Angry Customer

Words and Phrases an Advisor Should NEVER Say to an…

Handling Difficult Customers

Handling Difficult Customers

How to Handle Escalation Calls

How to Handle Escalation Calls

Answers: Coping with Angry and Abusive Customers

Answers: Coping with Angry and Abusive Customers

The Best Ways to Start and End a Customer Conversation

The Best Ways to Start and End a Customer Conversation

Spanish Phonetic Alphabet – Free Download

Spanish Phonetic Alphabet – Free Download

How to Coach Empathy in the Contact Centre – With Three Training Exercises

How to Coach Empathy in the Contact Centre – With Three…

Skills and Competencies for Roles in The Call Centre

Skills and Competencies for Roles in The Call Centre

Rapport-Building Tips

Rapport-Building Tips

15 Clarifying Questions For Customer Service

15 Clarifying Questions For Customer Service

9 Customer Service Role Plays

9 Customer Service Role Plays

Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?

Contact Centre Coaching Models: Which Is Best for Your…

How to Deal With a Talkative Customer

How to Deal With a Talkative Customer

Answers: How Many Agents Can One Team Leader Effectively Supervise?

Answers: How Many Agents Can One Team Leader Effectively…

How to Handle Contacts From Challenging Customers

How to Handle Contacts From Challenging Customers

Rapport Building With Angry Customers – With Examples

Rapport Building With Angry Customers – With Examples

Customer Service: 50 Nice Words to Say to Someone

Customer Service: 50 Nice Words to Say to Someone

The Best Words to Rescue an Unhappy Customer Experience

The Best Words to Rescue an Unhappy Customer Experience

6 Strategies for Building Agent Confidence in Telesales

6 Strategies for Building Agent Confidence in Telesales

How to Make Coaching Stick

How to Make Coaching Stick

5 Effective Training Exercises for Your Contact Centre

5 Effective Training Exercises for Your Contact Centre

25 Performance Review Phrases for Customer Service

25 Performance Review Phrases for Customer Service

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Webinar Replay: Are You Wasting Your CX Data’s Potential?

CX Landscape Report 2026

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?