Skills Archives - 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

Which Soft Skills Do CX Leaders Really Need?

Which Soft Skills Do CX Leaders Really Need?

How to Prioritize Leadership Training

How to Prioritize Leadership Training

How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to…

How to Deal With Angry Customers

How to Deal With Angry Customers

Positive Scripting Examples for Better Customer Conversations

Positive Scripting Examples for Better Customer…

How to Improve Your Agents’ Critical Thinking Skills

How to Improve Your Agents’ Critical Thinking Skills

The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Kick-Start Cross-Selling in Your Contact Centre

Kick-Start Cross-Selling in Your Contact Centre

Live Chat Quality – 7 Training Exercises to Improve It

Live Chat Quality – 7 Training Exercises to Improve It

Open Questions to Use in Customer Service

Open Questions to Use in Customer Service

Alternatives to Saying “Don’t Worry” to Customers

Alternatives to Saying “Don’t Worry” to…

Complementary Words for Customer Service

Complementary Words for Customer Service

The 7 Cs of Effective Communication

The 7 Cs of Effective Communication

The Top 10 Customer Service Questions

The Top 10 Customer Service Questions

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

5 Soft Skills Every Agent Needs Before Taking Their First Call

5 Soft Skills Every Agent Needs Before Taking Their…

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…

What Should You Do When You Think a Customer Is Lying?

What It Takes to Be a More Empathetic Leader

3 Ways to Get Buy-In for Ditching Spreadsheets

54% Discover Compliance Breach Outside Routine QA Reviews

8×8 Finds 52% Blame CIOs for AI Errors

The Voice AI Agents Buyer’s Guide

Guide: Break the Customer and Agent Burnout Loop

Upcoming Events

14th September 2026

Contact Centre & Customer Services Summit – Manchester

15th September 2026

CX Connect Europe

How Travel and Hospitality Brands Handle Seasonal Staffing Spikes

From Getting It Right First Time to Right Every Time

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