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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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POPULAR
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
How to Make Coaching Stick
Soft Skills in Call Centres
Best Tips, Phrases and Words to Use for Building Rapport
Should We Call Customers by Name?
Rapport-Building Tips
A Guide to Writing a Successful CV
Scripting in outbound calls
Top tips for increasing telesales conversions
Handling Difficult Customers
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
Invites to exclusive Webinars & Events
Weekly Newsletter
Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
Latest Resources
eBook: The Impact of AI on the Contact Centre
Webinar Replay: What Does an Excellent Customer Service Strategy Look Like
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
HP | Poly Customer Welcome Centre Tour and Demo
Wed 08 May 2024
Latest Insights
Mastering CLI Compliance: Navigating Ofcom Regulations
Why Employees Suffer From Burnout and What To Do About It
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?