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

Opening Spiel and How to Greet Customers
The Best Customer Service Greeting Phrases – 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 cartoon of an difficult customer
“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
Young smiling experienced operator of call center answering the question of his client
How to Train Active Listening in the Call Centre – With Four Exercises
Customer Service Role Plays Movie Clapper
9 Customer Service Role Plays
How to Handle Escalation Calls
The Right Words and Phrases to Use on a Sales Call
TED Questions for Customer Service
15 TED Questions for Customer Service – With Examples
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
Pop art background with hand holding old phone handset and empty speech bubble
How to Bridge Silence on a Call
Clarifying questions add value to customer conversations
15 Clarifying Questions That Add Value to Customer Support Conversations
Person holding and looking up to speech bubble
25 Affirmative Words and Statements to Support Customers
A rear view picture of a person scratching their head looking at question marks
How to Deal With an Indecisive Customer
Illustration of funnel question concept
How to Use Funnel Questions – With Examples
Young customer support executive working in modern office.
Handling Sales Objections Over The Telephone
thank you labels
150 Great Complimentary Words and Phrases to Use in Customer Service
France flag talk balloon and blank speech bubble
French 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
Dog and human sharing empathetic connection
26 Great Techniques for Showing Real Empathy in Customer Service
A picture nice words to say to someone
Customer Service: 50 Nice Words to Say to Someone
A photo of a performance review
25 Performance Review Phrases for Customer Service
voice pitch
How to Use Vocal Pace Tone and Pitch on the Phone
Make telesales people More Productive
25 Tips to Make Your Telesales People More Productive
A photo of a coachee jumping up with success
10 Great Ideas for Successful Call Centre Coaching Sessions
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