Recorded Webinar: How to Develop Active Listening in the Contact Centre


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Active Listening is about fully concentrating on what is really being said, rather than just passively ‘hearing’ the message of the caller.

It avoids the pitfalls of advisors jumping to conclusions. It can improve job effectiveness, the quality of the customer experience and can significantly improve First Contact Resolution.

In this webinar we look at how to develop active listening in the contact centre.

Topics Discussed

  • Developing listening skills
  • Understanding your personal style of communicating
  • Avoiding conflict and misunderstandings
  • Changing advisor behaviours
  • Concentrating on what the caller is really saying
  • Building Rapport
  • Effective use of silence
  • Communication Blockers
  • Use of technology
  • Top tips and Questions from the audience

Panellists

Carolyn Blunt - Headshot
Carolyn Blunt
Ember Real Results

Niels S. Richthof - Headshot
Niels S. Richthof
Enghouse Interactive

Charlie Mitchell - Headshot
Charlie Mitchell
Call Centre Helper

Author: Rachael Trickey

Published On: 14th Mar 2018 - Last modified: 28th Feb 2023
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