Articles - Free Downloads

Our Free Downloads content brings together a wide range of ready-to-use resources created to support contact centre professionals. Explore templates, checklists, scorecards, and guides that help with planning, performance management, and staff engagement. Each download is designed to save time and provide practical support for day-to-day challenges, from calculating key metrics to running team meetings. You can also browse expert-created tools that help improve forecasting accuracy, coaching sessions, and reporting processes across your operation.

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Happy Contact Centre Secrets – Infographic
Customer Satisfaction Score CSAT
What is a Customer Satisfaction Score (and How to Calculate CSAT)
Group of office workers having fun
Top 20 Motivational Games for the Contact Centre
Apologising for the inconvenience, I'm Sorry
“Sorry for the Inconvenience” – How to Offer a Genuine Apology
A photo of wooden blocks saying I can, with a hand changing a 't' to a smiley face
Staff Engagement: How to Motivate Employees – With a Checklist
The Phonetic Alphabet - in a frame of letters
The Phonetic Alphabet and How it Improves Customer Service
Six of the Best Games for Your Contact Centre
Call Centre Power Words for Customer Service
100 Power Words to Use in Customer Service with Examples
Management speak and jargon
Management Speak – 40 Words and Phrases That Make Your Team Cringe
Smiley face wood cube on white background.
How to Improve Customer Experience Management (CEM)
8 Games to Liven Up the Contact Centre
Call centre worker looking at script and smiling
Positive Scripting For Customer Service – With Examples
Mixed smileys on sticky notes, white background
Positive Language for Customer Service Conversations – With Examples
Call Centre Etiquette What Not to Say
15 Things You Should Never Say to a Customer
Yellow phone placed down as a result of dead air time on customer service call
Seven Tips to Avoid Dead Air Time in Customer Service Calls
A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service
The Best Courtesy Words and Expressions to Use in Customer Service
Comic style hello with the words customer service greeting messages
10 Catchy Greeting Examples for Customer Service
Speech box with the words positive statements to increase customer satisfaction
Positive Statements to Increase Customer Satisfaction
A large red cross is in the centre of the image. In the corners are two agents who have angry customers on the phone
How to Handle Angry Customers in a Call Centre
How to Say No to a Customer – With Examples
Picture of angry person in sweater screaming at smartphone over red background
What to Say to an Angry Customer
call centre abbreviations
Call Centre Abbreviations to Speed up Wrap Time
What is a Wrap-Up Code?
man scratching head
Really Understand Why Your Customers Are Contacting You
 
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