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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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How to Structure a Quality Coaching Session
What is the Best Way to Handle a Complaint Through Social Media?
6 Ways to Think More Effectively at Work
The Secret to Building Real Rapport
5 Ways to Boost Agent Productivity… Today!
Beating Phone Rage with Care
Developing empathy in the call centre
How to Practice Patience in Customer Service
The Hapless 13: Phrases That Call Centre Agents Must NEVER Say
Soft Skills in Call Centres
How to Negotiate Solutions With a Customer
How to Improve Empathy in the Call Centre
How Best to Deal with Angry Customers
How to Give Your Line Manager Positive Feedback
Make your employee probationary periods truly fruitful: we show you how
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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
7 Ways You’re Punishing Your Best Agents Right Now
What’s Really Ruining Empathy in Customer Service?
Stop Driving Up Your Sickness Levels!
How to Nail Your Outbound Strategy
Latest Resources
Gartner Research - AI in CX: From Hype to Impact
eBook: The Ultimate Guide to Creating an Effective Omnichannel Customer Experience
Upcoming Events
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Women in CX UnConference USA
Latest Blogs
7 Reasons AI QA Fails in the Contact Centre
Preventing Voice Fraud in the Contact Centre
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
