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About Us
Skills
Here is a selection of articles written about the skills the contact centre need and should have
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RECENT
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The 5-Star Customer Service Skills Your Team Really Need
Kick-Start Cross-Selling in Your Contact Centre
Live Chat Quality – 7 Training Exercises to Improve It
Open Questions to Use in Customer Service
Alternatives to Saying “Don’t Worry” to Customers
Complementary Words for Customer Service
The 7 Cs of Effective Communication
The Top 10 Customer Service Questions
The Secret to Dealing With Awkward Customers
How to Develop Empathy as a Skill in Your Frontline Teams
5 Soft Skills Every Agent Needs Before Taking Their First Call
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
Reassurance Statements in Customer Service – With Examples
NATO Phonetic Alphabet – Free Download
A Quick Guide to Call Listening
15 Ways to Build Rapport With Customers
The Top 10 Acknowledgement Statements for Customer Service
Australian Phonetic Alphabet – Free Download
100 Complimentary Words and Phrases to Use in Customer Service
Complication Is Everywhere – Why Aren’t We Used to It?
Empathy Statements for Customer Service With Examples
AER Statements for Customer Service
The Best De-Escalation Techniques
The Top 25 Positive Words and Phrases for Customer Service
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
Invites to Webinars & Events
Weekly Newsletter
Editor's Pick
The 5-Star Customer Service Skills Your Team Really Need
Train New Agents in Just 30 Days
Live Chat Quality – 7 Training Exercises to Improve It
18 Bad Habits That Kill CX
Latest Resources
eBook: AI Powered Strategies from Innovative Brands
eBook: How to Implement Strengths-Based Coaching
Upcoming Events
Sabio Community Day – Genesys Cloud
Annual GTACC CX & EX Conference
Latest Blogs
Evaluating AI Options for Workforce Engagement Management
The Levels of Experience Orchestration
Featured Articles
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy
How to Calculate Staffing in a Contact Centre
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service