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


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


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
Read more about - Recorded Call Centre and Customer Experience Webinars,

Follow Us on LinkedIn

Recommended Articles

Young smiling experienced operator of call center answering the question of his client
How to Train Active Listening in the Call Centre - With Four Exercises
A photo of smiling contact centre advisor making a point
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
A person holds their hand up to their ear
Top Tips to Improve Listening Skills on the Telephone
Kim Ellis
Podcast - The Essential Customer Service Skills and How to Develop Them