Articles - Communication Skills

Great communication skills are at the heart of excellent customer service. This page of expert insights, training ideas, and real-life examples explores how advisors can communicate clearly, listen actively, and adapt their style to every customer situation. Learn how tone, body language, and phrasing affect outcomes, and discover techniques that help teams build rapport and trust quickly. The resources also include coaching tips and exercises that help improve confidence and consistency across all channels.

Previous
Next
RECENT
POPULAR
Make or break concept with paths of arrows
The Little Things That “Make or Break” a Contact Centre
Active social concept with likes and icons
Stay on Top of Social Media Like a CX Pro
The Worst Examples of Saying “Sorry” to Customers
Video Image: 7 Practical Ways to Build Psychological Safety in Your Team
7 Practical Ways to Build Psychological Safety in Your Team
Video Image: Building Human Rapport in an AI-Powered Contact Centre
Building Human Rapport in an AI-Powered Contact Centre
Customer service on digital channel illustration
Ways to Boost Customer Loyalty in a Digital World
Communication concept with speech bubbles and magnifying glass
What Does Great Internal Communication Really Look Like?
Comparison of two scales - better and faster relationship concept
How to Prove “Faster Doesn’t Always Mean Better”
Correction concept with two speech bubbles and a tick mark
What Does It Really Take to Correct a Customer Politely?
Error and warning triangle in a speech bubble - communication pitfall concept
Communication Pitfalls Every Contact Centre Manager Should Avoid
Video Image: 3 Ways to Create Truly Personal Customer Moments
3 Ways to Create Truly Personal Customer Moments
Video Image: Reimagining Rapport in the Modern Contact Centre
Reimagining Rapport in the Modern Contact Centre
6 Ways to Share Information in the Call Centre
Person drawing playbook, strategy and tactics
Using Scheduling Playbooks to Manage Spikes in Service Demand
Internal Communication concept
Best Practices for an Impactful Internal Communications Strategy
virtual team meeting
10 Ways to Improve Your Team Meetings
How Contact Centres Use Email
A Simple Way to Improve Communication in the Contact Centre
5 girl on track
5 Ways to Improve Relationships Between the Contact Centre and Other Departments
Illustration of customer complaints, negative comments with angry face symbols
Customer Complaints? Try This 10-Point Plan
DEI, Diversity equity and inclusion. Concept words DEI diversity equity and inclusion on yellow background.
How to Drive DEI Changes Across the Contact Centre
A picture of a communication breakdown
What Is Causing Call Centre Communication Breakdowns?
The Four Key Principles of the Customer Experience
10 Ways Resource Planners Can Make Their Voices Heard
 
Previous
Next