Skills

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

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The word sorry is etched onto a piece of wood, clipped to a clothes line
181,052
21 Customer Service Apology Statements – With Examples
A cartoon of an difficult customer
23,007
“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
Customer Service Role Plays Movie Clapper
23,161
9 Customer Service Role Plays
A picture of positive speech bubbles
73,499
27 Positive Statements to Use In Difficult Situations
conversation
62,442
What Are the Best Words and Phrases for Building Rapport?
212,177
The Right Words and Phrases to Use on a Sales Call
five people are chatting together and have a speech bubble above their head
58,238
Call Control Techniques: Controlling a Runaway Talker on the Telephone
Young smiling experienced operator of call center answering the question of his client
42,978
How to Train Active Listening in the Call Centre – With Four Exercises
Person holding and looking up to speech bubble
11,688
25 Affirmative Words and Statements to Support Customers
Illustration of funnel question concept
12,268
How to Use Funnel Questions – With Examples
thank you labels
249,630
150 Great Complimentary Words and Phrases to Use in Customer Service
A rear view picture of a person scratching their head looking at question marks
5,386
How to Deal With an Indecisive Customer
16,726
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
A picture nice words to say to someone
17,624
Customer Service: 50 Nice Words to Say to Someone
voice pitch
80,455
How to Use Vocal Pace Tone and Pitch on the Phone
Spanish Flag in speech bubble over letters
3,252
Spanish Phonetic Alphabet – Free Download
A photo of a performance review
21,162
25 Performance Review Phrases for Customer Service
Pop art background with hand holding old phone handset and empty speech bubble
12,305
How to Bridge Silence on a Call
Young customer support executive working in modern office.
113,046
Handling Sales Objections Over The Telephone
France flag talk balloon and blank speech bubble
4,522
French Phonetic Alphabet – Free Download
Stationery, chalkboard and UK flag on color background with words
92,604
UK Phonetic Alphabet – Free Download
A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre
27,406
How to Coach Empathy in the Contact Centre – With Three Training Exercises
Clarifying questions add value to customer conversations
2,381
15 Clarifying Questions That Add Value to Customer Support Conversations
Dog and human sharing empathetic connection
8,107
26 Great Techniques for Showing Real Empathy in Customer Service
 
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