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About Us
Skills
Here is a selection of articles written about the skills the contact centre need and should have
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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
How to Improve Your Customer Service Listening Skills
6 Effective Questioning Techniques for Customer Service
10 Great Ideas for Successful Call Centre Coaching Sessions
Customer Service Language: Changing the Language of Your Contact Centre
Rapport Building With Angry Customers – With Examples
How to Achieve Excellent Customer Service Through Coaching
27 Positive Statements to Use In Difficult Situations
10 Strategies for Overcoming Objection Handling in Sales
The Best Ways to Communicate With Upset Customers
5 Ways to Rethink Contact Centre Training
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Contact Centre Reports, Surveys and White Papers
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Editor's Pick
Get Ahead of KPI Fluctuations in Your Contact Centre
Can AI Really Handle Customer Complaints?
Team Leader Experience (TLX) Explained
Quick Wins to Improve Your C-Sat Scores