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


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Agenda

  • Introductions – Charlie Mitchell, Call Centre Helper
  • Carolyn Blunt – Ember Real Results
Webinar Slides: How to Develop Active Listening in the Contact Centre by Carolyn Blunt

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  • Niels S. Richthof, Enghouse
Webinar Slides: How to Develop Active Listening in the Contact Centre by Niels S Richthof

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For more information about the technology click here. 

Topics to be 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
  • Winning tip – “Take an interest in the customer and ask a question out of curiosity rather than just the process questions” thanks to Graham12

Original Webinar date: During our Online Conference – March 2018


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This webinar was brought to you by Call Centre Helper and is sponsored by Enghouse Interactive.

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