Articles - Language

The language used in customer interactions can have a huge impact on how every conversation feels and how successful it is. This collection of expert insights, training materials, and real-world examples explores how to use language to create clarity, warmth, and confidence in the contact centre. Discover how tone, phrasing, and vocabulary choices affect customer perception and outcomes. There are also resources on avoiding negative language, adapting communication styles, and coaching advisors to sound natural and authentic across every channel.