Skills

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

Person sat a desk with headphones, laptop and pen- monitoring concept

105

A Quick Guide to Call Listening

rapport on chalkboard

450,343

28 Effective Ways to Build Rapport With Customers and Clients

Acknowledgement Statements text written on notebook

568,410

The Top 10 Acknowledgement Statements for Customer Service and Difficult Situations

Australia in letters in front of flag

357

Australian Phonetic Alphabet

thank you labels

282,137

150 Great Complimentary Words and Phrases to Use in Customer Service

Person reading a book with confusion lines where head should be

401

Complication Is Everywhere – Why Aren’t We Used to It?

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

966,678

Empathy Statements for Customer Service

AER Statements written over paper speech bubbles - acknowledgment empathy reassurance

2,989

Start Using AER Statements

Storm clouds over sun and field- de-escalation concept

2,647

The Best De-Escalation Techniques

Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding

3,192,854

Top 50 Positive Words and Phrases – With Examples

Close up of microphone - voice concept

2,033

How to Utilize Tone of Voice in the Contact Centre

Gradient color number and basic math operation symbols on pink background

735

Everybody Needs Some Maths and Basic Stats

19,959

How to Handle Contacts From Challenging Customers

Idea concept on green background. Perpetual motion with light bulbs

234

How to Take Ideas From Conference to Contact Centre

Clarifying questions add value to customer conversations

2,592

15 Clarifying Questions That Add Value to Customer Support Conversations

coaching session

15,378

How to Structure a Quality Coaching Session

A dog in pink wig on yellow background with pink speech balloon

1,442

Comedy Phonetic Alphabet – Free Download

Spanish Flag in speech bubble over letters

4,549

Spanish Phonetic Alphabet – Free Download

France flag talk balloon and blank speech bubble

5,456

French Phonetic Alphabet – Free Download

Stationery, chalkboard and UK flag on color background with words

110,871

UK Phonetic Alphabet – Free Download

A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre

28,251

How to Coach Empathy in the Contact Centre – With Three Training Exercises

Illustration of funnel question concept

13,339

How to Use Funnel Questions – With Examples

Person holding and looking up to speech bubble

13,041

25 Affirmative Words and Statements to Support Customers

TED Questions for Customer Service

11,742

15 TED Questions for Customer Service – With Examples

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