Hints and Tips
Call Centre TV
Hints & tips
Call Monitoring Form
What is an Erlang?
Articles - Handling Customers
How to Respond When You’ve Let a Customer Down
How To Deal With Vulnerable Customers
How to Handle Escalation Calls
The Long List of Things That Can Destroy Your Customer Service
When Is It OK to Hang-Up on a Customer?
How to Write to Vulnerable Customers
How to Stop Advisors Rushing Through Calls at the End of Their Shifts
Want to Speak in the Same Language as the Customer? Use Filtering!
A Policy for Dealing with Abusive Customers
4 Contact Centre Advisor Habits That Are Really Irritating Your Customers
How to Design a Contact Centre for Impatient Customers
9 Ways to Encourage Customers to Give Feedback
How to Write a Thank-You Letter to a Customer – With Examples
6 Strategies for Building Agent Confidence in Telesales
What to Say to an Angry Customer
What is a Customer Service Representative (CSR)?
10 Closing Techniques for Inbound Sales Advisors
The Hapless 13: Phrases That Call Centre Agents Must NEVER Say
Support Employees Handling Emotionally Challenging Calls With Empathy
15 Self-Service Mistakes Guaranteed to Drive Your Customers Away!
Really Understand Why Your Customers Are Contacting You
21 Ways to Improve Complaints Handling in Your Contact Centre
4 Ways to Get Your Customers Singing a Different Tune
Zen and the Art of Handling Angry Customers
How to Handle Contacts From Challenging Customers
Contact Centre Predictions for 2023
An Introduction to… Machine Customers
27 Effective Ways to Build Rapport With Customers
eBook: A Guide to Contact Centre Benchmarking
White Paper: How to Coach Across a Multi-Generational Workforce
Health & Well Being: Looking After Your Homeworkers – Online Workshop
Wed 30 Nov 2022
How to Maximize Efficiency and Cut Costs in Your Contact Center – webinar
Wed 30 Nov 2022
Chatbot vs. Virtual Agent: Key Characteristics
Invest in Seamless CX with Secure IVR Payment Options
Spearline Ranked Again in Fast 50 Awards
What We Heard at the Call & Contact Centre Expo 2022
Contact Centre Dashboard Excel Template
What is the Phonetic Alphabet?
Top 50 Positive Words and Phrases – With Examples
The Top 50 Words to Describe Yourself on Your CV