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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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RECENT
POPULAR
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
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
The Big List of 100+ Power Words to Use in Customer Service
Replace Negative Words With Positive Words for Customer Service With Examples
How to Deal With Rude Customers
Handling Sales Objections Over The Telephone
How to Train Active Listening in the Call Centre – With Four Exercises
10 Essential Skills for Every Contact Centre Manager
The Top 10 Most Important Customer Service Skills
How to Deal With Difficult Customers
How to Handle Escalation Calls
The Wrong Words and Phrases to Use on a Sales Call
Positive Language for Customer Service Conversations
The Right Words and Phrases to Use on a Sales Call
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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
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
21 Tips to Make Your Customers Feel Truly Valued
Top 10 Use Cases for Speech Analytics
Latest Resources
Report: The Inner Circle Guide to AI-Enabled Agent Assistance
SPARK Matrix: Speech Analytics, Q1 2024 Report
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Latest Insights
Choosing the Right Solution for Your CX Strategy
Generative AI Tops Leaders’ Investment Plans
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
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?