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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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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
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
The Best Words to Rescue an Unhappy Customer Experience
5 Quick Fixes for Dealing With Problem Callers
How Can Agents Sound More Authentic?
7 Ways to Deal With an Angry Customer
Sales Through Service: The Right Way to Up-sell in the Contact Centre
10 Tips for Induction Success
How to Coach Agents for Attitude
5 Ways to Boost Agent Productivity… Today!
Top 20 Examples of Rapport Building Statements
36 Ways to Boost Contact Centre Productivity
30 Strategies for Improving Agent Productivity
The Secret to Building Real Rapport
What is the Best Way to Handle a Complaint Through Social Media?
Zen and the Art of Handling Angry Customers
Skills and Competencies for Roles in The Call Centre
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Contact Centre Reports, Surveys and White Papers
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Editor's Pick
Attract Gen Z Into Your Contact Centre
The Best Ways to Deal With Last-Minute Time-Off Requests
What It Takes to Get Training Right in the Contact Centre
The 5-Star Customer Service Skills Your Team Really Need
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eBook: The Key to Optimizing CX with AI
eBook: How to Build Customer Trust in the Age of AI
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Latest Blogs
The Transformation of Airline Customer Experience: The Rise of AI
Cost Efficiency in Public Services: The Role of CCaaS in Budget Optimisation
Featured Articles
15 Examples of Probing Questions for Customer Service
How to Calculate the Number of Agents Required in a Contact Centre
How to Calculate Contact Centre Service Level
20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service