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

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
Rapport Building With Angry Customers – With Examples
Positive Language for Customer Service Conversations
What Are the Best Words and Phrases for Building Rapport?
The Top 12 Acknowledgement Statements for 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
15 Things a Call Centre Agent Should Never Say (But Many Do)
A picture of positive speech bubbles
27 Positive Statements to Use In Difficult Situations
A picture of arrows going through a wall
10 Strategies for Overcoming and Handling Objections in Sales
Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding
Top 25 Positive Words, Phrases and Empathy Statements
The word sorry is etched onto a piece of wood, clipped to a clothes line
16 Customer Service Apology Statements
Empathy Statements for Customer Service
18 Empathy Statements for Customer Service
Questioning Techniques
10 Effective Questioning Techniques for Customer Service
five people are chatting together and have a speech bubble above their head
Call Control Techniques: Controlling a Runaway Talker on the Telephone
Rapport and building rapport with customers is written in a chalkboard style by a hand
27 Effective Ways to Build Rapport With Customers
Call Centre Power Words for Customer Service
The Best Power Words to Use in Customer Service
Replace Negative Words With Positive Alternatives for Customer Service With Examples
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
A large red cross is in the centre of the image. In the corners are two agents who have angry customers on the phone
How to Handle Angry Customers in a Call Centre
The Right Words and Phrases to Use on a Sales Call
A woman smiles while wearing a headset and looking at a computer
Top Tips for Selling Over the Phone
Opening Spiel and How to Greet Customers
The Best Customer Service Greeting Phrases – with Examples
A person looking overwhelmed as a phone is passed to them
How to Handle an Angry Customer
Best Tips, Phrases and Words to Use for Building Rapport
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