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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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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
Techniques 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
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
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
Invites to Webinars & Events
Weekly Newsletter
Editor's Pick
How to Deal With That Awkward Agent
10 Ways to Give New Recruits an Amazing Welcome
How to Encourage Your Teams Back to the Office
Make Fridays More Fun in Your Contact Centre
Latest Resources
Guide: The QA Manager’s 7-Step Guide to Survive Black Friday
White Paper: The Business Value for Agentic AI in CX
Upcoming Events
GITEX Global 2025
Contact Center Performance Summit 2025
Latest Blogs
Real-Time Speech Analytics: The Key to Better Agent and CX
Why Most Organisations Are Naked When It Comes to Customer Experience
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service