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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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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
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
MaxContact Roadmap Reveal: AI, Omnichannel & User Experience
Build with Voice x Hackathon
Latest Blogs
How Performance Transparency Improves Agent Engagement
How Can I Use AI to Reduce the Number of Call Centre Agents?
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
