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Skills

Here is a selection of articles written about the skills the contact centre need and should have

Soft skills on wooden blocks

Which Soft Skills Do CX Leaders Really Need?

Skills and leadership development concept with paper origami

How to Prioritize Leadership Training

How to practice PATIENCE on white card lying on notepad

How to Practice Patience in Customer Service

The Worst Examples of Saying “Sorry” to Customers

Angry person shouting down phone

How to Deal With Angry Customers

Writing positive scripting concept with a notepad and words

Positive Scripting Examples for Better Customer Conversations

Critical thinking skills - reasoning, problem solving, evaluating, decision making, analyzing on colorful background

How to Improve Your Agents’ Critical Thinking Skills

A white notebook on a yellow background and five stars - 5 star customer service skills

The 5-Star Customer Service Skills Your Team Really Need

Cross-Selling concept. Text on white paper on black background. and multi-coloured buttons and crumpled paper

Kick-Start Cross-Selling in Your Contact Centre

Seven chat bubbles with person pointing at one behind - live chat training concept

Live Chat Quality – 7 Training Exercises to Improve It

Person looking out over question marks

Open Questions to Use in Customer Service

Dont Worry crossed out on notepad - alternatives to don't worry

Alternatives to Saying “Don’t Worry” to Customers

Complementary words for customer service with hand pointing at speech bubble

Complementary Words for Customer Service

Two people communicating

The 7 Cs of Effective Communication

Question marks - customer service questions

The Top 10 Customer Service Questions

The Secret to Dealing With Awkward Customers

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

Group of people holding the SORRY written speech bubble

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service 2026

Reassurance Statements for Customer service

Reassurance Statements in Customer Service – With Examples

Speech bubbles with NATA phonetic Alphabet - NATO flag in the front

NATO Phonetic Alphabet – Free Download

Person sat a desk with headphones, laptop and pen- monitoring concept

A Quick Guide to Call Listening

rapport on chalkboard

15 Ways to Build Rapport With Customers

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service