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

Positive Language for Customer Service Conversations
Dog and human sharing empathetic connection
26 Great Techniques for Showing Real Empathy in Customer Service
Young smiling experienced operator of call center answering the question of his client
How to Train Active Listening in the Contact Centre – With Four Exercises
Acknowledgment Statements for Customer Service Featured Image
The Top 12 Acknowledgement Statements for Customer Service
A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre
How to Coach Empathy in the Contact Centre – With Three Training Exercises
Call Centre Etiquette What Not to Say
Call Centre Etiquette: 15 Things You Should Never Say to a Customer
TED Questions for Customer Service
15 TED Questions for Customer Service – With Examples
Portrait of call center worker accompanied by her team.
The Top 10 Most Important Customer Service Skills
What Are the Best Words and Phrases for Building Rapport?
Rapport Building With Angry Customers – With Examples
A Guide to Writing a Successful CV
A picture of positive speech bubbles
27 Positive Statements to Use In Difficult Situations
A vector illustration of a person with a speech bubble
Professional Language for Customer Service
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
five people are chatting together and have a speech bubble above their head
Call Control Techniques: Controlling a Runaway Talker on the Telephone
A cartoon of an difficult customer
“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
Best Tips, Phrases and Words to Use for Building Rapport
Best Tips, Phrases and Words to Use for Building Rapport
A photo of a coachee jumping up with success
10 Great Ideas for Successful Call Centre Coaching Sessions
Replace negative Words With Positive Words
Replace Negative Words With Positive Words for Customer Service With Examples
tree growing and dry with sky and sun background
The Top 10 Reassurance Statements for Customer Service
A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service
The Best Courtesy Words and Expressions to Use in Customer Service
Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding
Top 25 Positive Words, Phrases and Empathy Statements
Questioning Techniques
10 Effective Questioning Techniques for Customer Service
Call Centre Power Words for Customer Service
The Best Power Words to Use in Customer Service
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