Skills - Call Centre Helper

> Skills - Call Centre Helper

Skills

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

If you are looking for more ways to develop key skills in your contact centre read our selection of articles on Skill Development

Recent Articles Most Viewed Articles

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service 2026

21 Ways to Say “I’m Sorry” and…

Reassurance Statements in Customer Service – With Examples

Reassurance Statements in Customer Service – With…

Complementary Words for Customer Service

Complementary Words for Customer Service

Which Soft Skills Do CX Leaders Really Need?

Which Soft Skills Do CX Leaders Really Need?

Open Questions to Use in Customer Service

Open Questions to Use in Customer Service

Live Chat Quality – 7 Training Exercises to Improve It

Live Chat Quality – 7 Training Exercises to Improve It

The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to…

5 Soft Skills Every Agent Needs Before Taking Their First Call

5 Soft Skills Every Agent Needs Before Taking Their…

How to Improve Your Agents’ Critical Thinking Skills

How to Improve Your Agents’ Critical Thinking Skills

How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

The 7 Cs of Effective Communication

The 7 Cs of Effective Communication

Alternatives to Saying “Don’t Worry” to Customers

Alternatives to Saying “Don’t Worry” to…

Positive Scripting Examples for Better Customer Conversations

Positive Scripting Examples for Better Customer…

The Secret to Dealing With Awkward Customers

The Secret to Dealing With Awkward Customers

How to Develop Empathy as a Skill in Your Frontline Teams

How to Develop Empathy as a Skill in Your Frontline Teams

How to Deal With Angry Customers

How to Deal With Angry Customers

The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

The Top 10 Customer Service Questions

The Top 10 Customer Service Questions

Kick-Start Cross-Selling in Your Contact Centre

Kick-Start Cross-Selling in Your Contact Centre

How to Prioritize Leadership Training

How to Prioritize Leadership Training

What to Do With an Agent Who’s Suddenly Lost Their Confidence

10 Sure-Fire Ways to Undermine Compliance

The Do’s and Don’ts of Implementing Analytics

Just 23% Optimise Automation With CX Insights, CallMiner Report Finds

Vonage Named Major Provider in Emerging ICX Category

The 2026 UK Contact Centre Conduct Risk Report

See What Contact Centre AI Can Really Do

Upcoming Events

22nd September 2026

Streamlined Processes and Adaptive Workflows for Superior Results – Webinar

24th September 2026

CX Excellence Masterclass: Explore the Link Between QA and CX

Where Are You on Your AI Journey?

Every CIO Is Now a Governance Officer. Most Didn’t Apply for the Job.

Upcoming Webinars

Webinar: Are You Wasting Your CX Data’s Potential?

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action