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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

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How to Improve Your Agents’ Critical Thinking Skills

5 Effective Training Exercises for Your Contact Centre

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Should We Call Customers by Name?

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10 Steps to Chairing a Great Meeting

How Can Agents Sound More Authentic?

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How Advisors Can Destress After an Angry Customer

6 Strategies for Building Agent Confidence in Telesales

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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

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Top 10 Customer Service Team Leader Interview Questions – With Examples

Rapport-Building Tips

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Handling Sales Objections Over The Telephone

Customer Service Role Plays Movie Clapper

9 Customer Service Role Plays

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Top Tips to Make Your Team Leaders More Productive

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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

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Complementary Words for Customer Service

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10 Great Ideas for Successful Call Centre Coaching Sessions

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Customer Service Language: Changing the Language of Your Contact Centre

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Positive Scripting Examples for Better Customer Conversations

7 Ways to Deal With an Angry Customer