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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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The Best Courtesy Words and Expressions to Use in Customer Service
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
Positive Statements to Increase Customer Satisfaction
SMART Training – Changing the Perception of Contact Centre Coaching
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
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
Top Tips for Selling Over the Phone
Top 10 Customer Service Team Leader Interview Questions – With Examples
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?
Should We Teach Contact Centre Staff to Touch Type?
8 ‘Soft Skills’ Training Exercises
5 Effective Training Exercises for Your Contact Centre
The Best Words to Rescue an Unhappy Customer Experience
5 Quick Fixes for Dealing With Problem Callers
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
Invites to Webinars & Events
Weekly Newsletter
Editor's Pick
18 Sure-Fire Ways to Boost Agent Resilience
10 New Ways Tech Is Helping Agents Right Now
Stop Making Your Absence Rates Go Up!
10 Quick Wins to Help Agents Recover From a Tough Day
Latest Resources
The Definitive CCaaS Buyers’ Guide 2025
Playbook: How to Build an AI-Powered Call Center QA Program
Upcoming Events
Breaking the Barriers to AI at Scale – Webinar
MaxContact Roadmap Reveal: AI, Omnichannel & User Experience
Latest Blogs
How Can I Use AI to Reduce the Number of Call Centre Agents?
Responsible CX – Solving the Speed and Safety Equation for AI
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service