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Skills

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

Clarifying questions add value to customer conversations

15 Clarifying Questions That Add Value to Customer Support Conversations

coaching session

How to Structure a Quality Coaching Session

A dog in pink wig on yellow background with pink speech balloon

Comedy Phonetic Alphabet – Free Download

Spanish Flag in speech bubble over letters

Spanish Phonetic Alphabet – Free Download

France flag talk balloon and blank speech bubble

French Phonetic Alphabet – Free Download

Stationery, chalkboard and UK flag on color background with words

UK Phonetic Alphabet – Free Download

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

Funnel Questions for Customer Service

How to Use Funnel Questions – With Examples

Person holding and looking up to speech bubble

25 Affirmative Words and Statements to Support Customers

Start and end concept with two hands holding a phone

The Best Ways to Start and End a Customer Conversation

TED Questions for Customer Service

15 TED Questions for Customer Service – With Examples

A vector illustration of a person with a speech bubble

Customer Service Language – With Examples

A picture of a person in white clothes meditating and looking peaceful

How Advisors Can Destress After an Angry Customer

Dog and human sharing empathetic connection

26 Great Techniques for Showing Real Empathy in Customer Service

A rear view picture of a person scratching their head looking at question marks

How to Deal With an Indecisive Customer

A picture of a person doing archery

Techniques to Improve Call Control Skills

A picture of a glowing arrow penetrating a barrier

Getting Past Gatekeepers to Actually Speaking With Decision-Makers

Angry people screaming

13 Clever Tactics for Dealing With an Angry Phone Call

Pop art background with hand holding old phone handset and empty speech bubble

How to Bridge Silence on a Call

A photo of a bored contact centre advisor

How to Avoid Serving Customers on Autopilot

A picture of a talkative cartoon

How to Deal With a Talkative Customer

A photo of block figures negotiating

How to Negotiate Solutions With a Customer

Customer Service Role Plays Movie Clapper

9 Customer Service Role Plays

A photo of the leadership concept with ducks

7 Pillars for Creating Amazing Team Leaders