Articles - Downloads

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Interactive Training Sheet – Building Rapport

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Cheat Sheet – Customer Service Apology Statements

Erlang Calculator v6 Featured Image

New Excel Based Erlang Calculator – with Maximum Occupancy

7 Games to Liven Up the Contact Centre

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What to Say to an Angry Customer

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Really Understand Why Your Customers Are Contacting You

Are You Overcomplicating Agent Motivation?

Monthly Forecasting Excel Spreadsheet Template

3 Ways to Have Fun in the Contact Centre

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Training Cheat Sheet – Motivating Teams

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Training Cheat Sheet – Managing Performance

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Training Cheat Sheet – Influence

Top 10 Contact Centre Trophies

Training Cheat Sheet – Creating Advocates

Training Cheat Sheet – Coaching

Training Cheat Sheet – Building Great Rapport

Training Cheat Sheet – Handling Customer Objections

Training Cheat Sheet – Effective Sales Questioning

Space Race Call Centre Game Template

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Training Cheat Sheet – Closing Techniques

Call Centre Homeworking Checklist

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Training Cheat Sheet – Emotional Intelligence

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Training Cheat Sheet – Effective Questioning

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Training Cheat Sheet – Handling Difficult Customers