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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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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
How to Utilize Tone of Voice in the Contact Centre
The Top 50 Words to Describe Yourself on Your CV in 2024
Everybody Needs Some Maths and Basic Stats
How to Handle Contacts From Challenging Customers
How to Take Ideas From Conference to Contact Centre
15 Clarifying Questions For Customer Service
How to Structure a Quality Coaching Session
Comedy Phonetic Alphabet – Free Download
Spanish Phonetic Alphabet – Free Download
French Phonetic Alphabet – Free Download
UK Phonetic Alphabet – Free Download
How to Coach Empathy in the Contact Centre – With Three Training Exercises
How to Use Funnel Questions – With Examples
25 Affirmative Words and Statements to Support Customers
The Best Ways to Start and End a Customer Conversation
15 TED Questions for Customer Service – With Examples
Customer Service Language – With Examples
How Advisors Can Destress After an Angry Customer
26 Great Techniques for Showing Real Empathy in Customer Service
How to Deal With an Indecisive Customer
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
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Editor's Pick
What Will Agent Roles Look Like in 2035?
10 Ways to Make Customers Feel More Valued
10 Ways to Create More Confident Agents
How to Deal With Angry Customers
Latest Resources
Download: Business Process Mapping Training Games
eBook: 2025 Customer Success Book
Upcoming Events
Live Panel: The Future of CX
Solving Real Business Challenges with AI-Powered Contact Center Analytics – Webinar
Latest Blogs
How Exceptional Ecommerce CX Builds Brand Loyalty
AI Agents – Integrating AI into Customer Service
Featured Articles
10 Wellbeing Tips From an Award-Winning Contact Centre
How to Better Support Men’s Mental Health in the Contact Centre
Employee Well-Being: How to Reduce Contact Centre Stress
A Guide to Improving Mental Health In the 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