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Skills
Here is a selection of articles written about the skills the contact centre need and should have
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100 Power Words to Use in Customer Service with Examples
AER Statements for Customer Service
15 Ways to Build Rapport With Customers
Reassurance Statements in Customer Service – With Examples
6 Effective Questioning Techniques for Customer Service
The Top 10 Acknowledgement Statements for Customer Service
Negative VS Positive Words in Customer Service – With Examples
What to Say to an Angry Customer
Empathy Statements for Customer Service With Examples
The Top 25 Positive Words and Phrases for Customer Service
27 Positive Statements to Use In Difficult Situations
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
Spanish Phonetic Alphabet – Free Download
Best Tips, Phrases and Words to Use for Building Rapport
Top 20 Examples of Rapport Building Statements
The Secret to Dealing With Awkward Customers
10 Catchy Greeting Examples for Customer Service
How to Train Active Listening in the Call Centre – With Four Exercises
How to Handle Angry Customers in a Call Centre
100 Complimentary Words and Phrases to Use in Customer Service
15 TED Questions for Customer Service – With Examples
The 7 Cs of Effective Communication
How to Use Funnel Questions – With Examples
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
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Weekly Newsletter
Editor's Pick
Hit the Ground Running! How to Help Your Agents Be Shift Ready
Want to Find Out How Happy Your Agents Really Are? Here’s How!
Kick-Start Your Next Team Engagement Day
10 Ways to Kick-Start Your Adherence Improvement Strategy