Recorded Webinar: How to Develop Active Listening in the Contact Centre Related Articles How to Train Active Listening in the Call Centre - With Four Exercises Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge Top Tips to Improve Listening Skills on the Telephone How to Improve Your Customer Service Listening Skills 1,598 Filed under - Recorded Call Centre and Customer Experience Webinars, Enghouse 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 Ember Real Results Niels S. Richthof Enghouse Interactive Charlie Mitchell Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Enghouse Interactive Author: Rachael Trickey Published On: 14th Mar 2018 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Enghouse Recommended Articles How to Train Active Listening in the Call Centre - With Four Exercises Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge Top Tips to Improve Listening Skills on the Telephone How to Improve Your Customer Service Listening Skills Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter