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Skills
Here is a selection of articles written about the skills the contact centre need and should have
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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
15 TED Questions for Customer Service – With Examples
Professional Language for Customer Service
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
How to Improve Call Control Skills
Getting Past Gatekeepers to Actually Speaking With Decision-Makers
13 Clever Tactics for Dealing With an Angry Phone Call
How to Bridge Silence on a Call
How to Avoid Serving Customers on Autopilot
How to Deal With a Talkative Customer
How to Negotiate Solutions With a Customer
9 Customer Service Role Plays
7 Pillars for Creating Amazing Team Leaders
Emotional Intelligence FAQs Answered by an Expert
How to Set the Right Expectations on a Call
20 Expert Ideas to Improve Your Customer Service Skills
Top Tips to Make Your Team Leaders More Productive
“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
25 Performance Review Phrases for Customer Service
Customer Service: 50 Nice Words to Say to Someone
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
Invites to exclusive Webinars & Events
Weekly Newsletter
Editor's Pick
21 Tips to Make Your Customers Feel Truly Valued
Top 10 Use Cases for Speech Analytics
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
Latest Resources
Guide: Work From Home vs Return To Office
White Paper: How to Operationalise AI Workflows in the Contact Centre
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5 Signs You Need a VoiceBot
Featured Articles
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
The Key Elements of a CX Lifecycle and Ways to Improve It
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?