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Skills

Here is a selection of articles written about the skills the contact centre need and should have

Two people communicating

The 7 Cs of Effective Communication

Critical thinking skills - reasoning, problem solving, evaluating, decision making, analyzing on colorful background

How to Improve Your Agents’ Critical Thinking Skills

5 Effective Training Exercises for Your Contact Centre

unknown caller on phone

Should We Call Customers by Name?

multi coloured chairs

10 Steps to Chairing a Great Meeting

How Can Agents Sound More Authentic?

A picture of a person in white clothes meditating and looking peaceful

How Advisors Can Destress After an Angry Customer

6 Strategies for Building Agent Confidence in Telesales

Close up of microphone - voice concept

How to Utilize Tone of Voice in the Contact Centre

A photo of a difficult customer

Handling Difficult Customers

How to Handle Escalation Calls

Rapport Building With Angry Customers – With Examples

Customer Service Team Leader Interview Questions featured Image

Top 10 Customer Service Team Leader Interview Questions – With Examples

Rapport-Building Tips

Young customer support executive working in modern office.

Handling Sales Objections Over The Telephone

Customer Service Role Plays Movie Clapper

9 Customer Service Role Plays

A picture of a duck leading the pack

Top Tips to Make Your Team Leaders More Productive

Person talking on phone - runaway talker concept

Call Control Techniques: Controlling a Runaway Talker on the Telephone

A photo of a call centre agent pointing at the screen

How to Set the Right Expectations on a Call

Complementary words for customer service with hand pointing at speech bubble

Complementary Words for Customer Service

A photo of a coachee jumping up with success

10 Great Ideas for Successful Call Centre Coaching Sessions

A picture of English language letters

Customer Service Language: Changing the Language of Your Contact Centre

Writing positive scripting concept with a notepad and words

Positive Scripting Examples for Better Customer Conversations

7 Ways to Deal With an Angry Customer

Contact Centre Reports, Surveys and White Papers

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Editor's Pick

Thumbnail The Little Things That “Make or Break” a Contact Centre

The Little Things That “Make or Break” a Contact Centre

Thumbnail How to Deal With That Awkward Agent

How to Deal With That Awkward Agent

Thumbnail 10 Ways to Give New Recruits an Amazing Welcome

10 Ways to Give New Recruits an Amazing Welcome

Thumbnail How to Encourage Your Teams Back to the Office

How to Encourage Your Teams Back to the Office

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