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Skills

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

The Wrong Words and Phrases to Use on a Sales Call

Cheerful smiling colleagues working with papers and discussing project while sitting at the table

10 Essential Skills for Every Contact Centre Manager

30 Strategies for Improving Agent Productivity

36 Ways to Boost Contact Centre Productivity

A picture of arrows going through a wall

10 Strategies for Overcoming Objection Handling in Sales

Skills and leadership development concept with paper origami

How to Prioritize Leadership Training

Angry person shouting down phone

How to Deal With Angry Customers

The Worst Examples of Saying “Sorry” to Customers

Skills and Competencies for Roles in The Call Centre

Scripting in outbound calls

A photo of the leadership concept with ducks

7 Pillars for Creating Amazing Team Leaders

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

SMART Training – Changing the Perception of Contact Centre Coaching

10 cube

10 Tips for Induction Success

Cross-Selling concept. Text on white paper on black background. and multi-coloured buttons and crumpled paper

Kick-Start Cross-Selling in Your Contact Centre

A photo of someone holding the letters "EQ"

Emotional Intelligence FAQs Answered by an Expert

angry customer

Answers: Coping with Angry and Abusive Customers

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

head with cogs

8 ‘Soft Skills’ Training Exercises

Zen and the Art of Handling Angry Customers

How to Say No to a Customer – With Examples

A photo of an upset person on the phone

The Best Ways to Communicate With Upset Customers

frustrated young woman wearing microphone headset dressed in shirt sitting at her workplace at the office,

How to Deal With Difficult Customers

5 Simple Tips for Improving Tone of Voice in Customer Service

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Editor's Pick

Thumbnail The Little Things That “Make or Break” a Contact Centre

The Little Things That “Make or Break” a Contact Centre

Thumbnail How to Deal With That Awkward Agent

How to Deal With That Awkward Agent

Thumbnail 10 Ways to Give New Recruits an Amazing Welcome

10 Ways to Give New Recruits an Amazing Welcome

Thumbnail How to Encourage Your Teams Back to the Office

How to Encourage Your Teams Back to the Office

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