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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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The Right Words and Phrases to Use on a Sales Call
Call Centre Etiquette: 15 Things You Should Never Say to a Customer
Call Control Techniques: How to Present Options to Customers
Want to Speak in the Same Language as the Customer? Use Filtering!
The Johari Window: A Contact Centre Training Tool
The Best Courtesy Words and Expressions to Use in Customer Service
10 Top-Notch Customer Service Greeting Examples
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
7 Ways to Offer Multilingual Customer Service
Positive Statements to Increase Customer Satisfaction
SMART Training – Changing the Perception of Contact Centre Coaching
25 Tips to Make Your Telesales People More Productive
Why Removing Negative Words Could Hurt Your Contact Centre
How to Build an Emotional Connection with Customers
How to Handle Angry Customers in a Call Centre
6 Strategies for Building Agent Confidence in Telesales
How to Say No to a Customer – With Examples
Top Tips for Selling Over the Phone
Top Tips for Induction Training Programmes
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
10 Closing Techniques for Inbound Sales Advisors
The Hapless 13: Phrases That Call Centre Agents Must NEVER Say
Should We Teach Contact Centre Staff to Touch Type?
8 ‘Soft Skills’ Training Exercises
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Contact Centre Reports, Surveys and White Papers
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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
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Report: The Inner Circle Guide to AI-Enabled Agent Assistance
SPARK Matrix: Speech Analytics, Q1 2024 Report
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Three Bold Predictions for the Future of Customer Interactions in Contact Centres
Now is the Time to Adapt and Embrace AI
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?