Translate

Articles - Language

Browse our range of content on using effective language and communication techniques to enhance customer experience in contact centres and BPOs.

Writing positive scripting concept with a notepad and words

Positive Scripting Examples for Better Customer Conversations

Dont Worry crossed out on notepad - alternatives to don't worry

Alternatives to Saying “Don’t Worry” to Customers

Complementary words for customer service with hand pointing at speech bubble

Complementary Words for Customer Service

Illustration of a person smiling and holding hand like a phone

The Truth About Body Language on the Phone

Person looking thoughtful with a question mark in speech bubble

Techniques to Improve Your Probing Questions

Video Image: Agent Statements for Supporting Bereaved Customers

Agent Statements for Supporting Bereaved Customers

Group of people holding the SORRY written speech bubble

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Yellow landline phone with speech bubbles - customer service closing statements

The Top 10 Call-Closing Statement Examples

Reassurance Statements for Customer service

Reassurance Statements in Customer Service – With Examples

Speech bubbles with NATA phonetic Alphabet - NATO flag in the front

NATO Phonetic Alphabet – Free Download

A magnifying glass and wooden puzzle with question mark - probing questions to put together the puzzle concept

15 Examples of Probing Questions for Customer Service

rapport on chalkboard

15 Ways to Build Rapport With Customers

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service

Can a regional accent make or break the success of a call centre agent cover

The Impact of Accents

Words bad news surrounded by paper balls

How to Deliver Bad News in Customer Service

Australia in letters in front of flag

Australian Phonetic Alphabet – Free Download

Use inclusive language symbol. Wooden blocks with words 'Use inclusive language'.

Inclusive Language for Ramadan in the Contact Centre

Hand drawn NLP Natural Language Processing

What Is Natural Language Processing (NLP)?

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

Empathy Statements for Customer Service With Examples

AER Statements written over paper speech bubbles - acknowledgment empathy reassurance

AER Statements for Customer Service

Vision, Business Concept

Getting Started With Customer Service Mantras and Vision Statements

FFF feel felt found technique - words FFF feel felt found on white note

A Quick Guide to the Feel, Felt, Found Approach

Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding

The Top 25 Positive Words and Phrases for Customer Service

Close up of microphone - voice concept

How to Utilize Tone of Voice in the Contact Centre