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

The word sorry is etched onto a piece of wood, clipped to a clothes line
21 Customer Service Apology Statements – With Examples
A cartoon of an difficult customer
“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
Customer Service Role Plays Movie Clapper
9 Customer Service Role Plays
A picture of positive speech bubbles
27 Positive Statements to Use In Difficult Situations
What Are the Best Words and Phrases for Building Rapport?
The Right Words and Phrases to Use on a Sales Call
five people are chatting together and have a speech bubble above their head
Call Control Techniques: Controlling a Runaway Talker on the Telephone
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
Person holding and looking up to speech bubble
25 Affirmative Words and Statements to Support Customers
Illustration of funnel question concept
How to Use Funnel Questions – With Examples
thank you labels
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
How to Deal With an Indecisive Customer
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
A picture nice words to say to someone
Customer Service: 50 Nice Words to Say to Someone
voice pitch
How to Use Vocal Pace Tone and Pitch on the Phone
Spanish Flag in speech bubble over letters
Spanish Phonetic Alphabet – Free Download
A photo of a performance review
25 Performance Review Phrases for Customer Service
Pop art background with hand holding old phone handset and empty speech bubble
How to Bridge Silence on a Call
Young customer support executive working in modern office.
Handling Sales Objections Over The Telephone
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
Clarifying questions add value to customer conversations
15 Clarifying Questions That Add Value to Customer Support Conversations
Dog and human sharing empathetic connection
26 Great Techniques for Showing Real Empathy in Customer Service
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