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Skills

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

The Johari Window: A Contact Centre Training Tool

A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service

The Best Courtesy Words and Expressions to Use in Customer Service

Comic style hello with the words customer service greeting messages

10 Catchy Greeting Examples for Customer Service

Words and Phrases an Advisor Should NEVER Say to an Angry Customer

7 Ways to Offer Multilingual Customer Service

Speech box with the words positive statements to increase customer satisfaction

Positive Statements to Increase Customer Satisfaction

SMART Training – Changing the Perception of Contact Centre Coaching

Make telesales people More Productive

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

A large red cross is in the centre of the image. In the corners are two agents who have angry customers on the phone

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

How to sell over the phone

Top Tips for Selling Over the Phone

Customer Service Team Leader Interview Questions featured Image

Top 10 Customer Service Team Leader Interview Questions – With Examples

Picture of angry person in sweater screaming at smartphone over red background

What to Say to an Angry Customer

10 Closing Techniques for Inbound Sales Advisors

The Hapless 13: Phrases That Call Centre Agents Must NEVER Say

How to Receive Job Feedback… Without Becoming Defensive

Do You Know How to Make a Great First Impression?

touch type

Should We Teach Contact Centre Staff to Touch Type?

head with cogs

8 ‘Soft Skills’ Training Exercises

5 Effective Training Exercises for Your Contact Centre

The Best Words to Rescue an Unhappy Customer Experience