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Skills

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

A picture of a problem caller

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

How to Give Your Line Manager Positive Feedback

10 cube

10 Tips for Induction Success

How to Coach Agents for Attitude

boosted rocket

5 Ways to Boost Agent Productivity… Today!

people talking with headsets on and chat bubble above their head

Top 20 Examples of Rapport Building Statements

multi coloured chairs

10 Steps to Chairing a Great Meeting

36 Ways to Boost Contact Centre Productivity

30 Strategies for Improving Agent Productivity

The Secret to Building Real Rapport

6 Ways to Think More Effectively at Work

complaint whistle

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

two-people-on-phonecall

How to Make Coaching Stick

cogs in brain

Soft Skills in Call Centres

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

unknown caller on phone

Should We Call Customers by Name?

Rapport-Building Tips

A Guide to Writing a Successful CV

Scripting in outbound calls