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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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RECENT
POPULAR
Live Chat Quality – 7 Training Exercises to Improve It
15 Clarifying Questions For Customer Service
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
The Best De-Escalation Techniques
Top Tips for Selling Over the Phone
How do I – Build Rapport With Callers?
Why Removing Negative Words Could Hurt Your Contact Centre
Call Control Techniques: How to Present Options to Customers
How to Achieve Excellent Customer Service Through Coaching
How to Use Vocal Pace Tone and Pitch on the Phone
5 Quick Fixes for Dealing With Problem Callers
9 Fun Customer Service Training Exercises
How to Make Coaching Stick
7 Ways to Offer Multilingual Customer Service
Complication Is Everywhere – Why Aren’t We Used to It?
Top tips for increasing telesales conversions
10 Closing Techniques for Inbound Sales Advisors
How to Deal With Rude Customers
20 Expert Ideas to Improve Your Customer Service Skills
The Top 10 Most Important Customer Service Skills
Getting Past Gatekeepers to Actually Speaking With Decision-Makers
Dealing with Irate Customers
Everybody Needs Some Maths and Basic Stats
A Quick Guide to Call Listening
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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 Worcester Bosch Keep Their NPS Above 80
How to Be a More Proactive Customer Contact Leader
What’s the Difference Between a Chatbot and an AI Agent?
Are Non-Scheduled Agents the Answer to Seasonal Peaks?
Latest Resources
Guide: The Real Driver of Customer Satisfaction
A Practical Maturity Assessment for Modern Support Automation
Upcoming Events
The Future of QA: Clarity at Scale with AI Excellence
Elevate ’26
Latest Blogs
How to Reduce Average Handle Time in Your Call Centre
Omnichannel vs. Multichannel: Which Strategy Wins in 2026?
Featured Articles
How to Develop Psychological Safety in the Contact Centre
How to Rethink Agent Mental Health
Easy Ways to Make Your Contact Centre More Charitable
Ways to Make Working in a Contact Centre Fun
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
