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Articles - Listening

Explore our range of resources on listening skills in contact centres to improve customer service and resolve issues efficiently.

Person caught in a trap

Are You Falling Into These Customer Service Traps?

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

Group of people holding the SORRY written speech bubble

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

Illustration of a happy person and a frustrated one

Are You Listening to Your Customers or Irritating Them?

Person sat a desk with headphones, laptop and pen- monitoring concept

A Quick Guide to Call Listening

A picture of an anxious person staring at their phone

Top Tips for Dealing With Anxious Customers

Train Team Leaders Well

Paper boat overcomes the barrier of resistance to change

Talking Point: How to Overcome Resistance to New Ideas

Two people on isolated backgrounds shrugging

Why Should Your Customers Remain Customers?

A photo of a call centre agent listening

How to Improve Your Customer Service Listening Skills

A photo of smiling contact centre advisor making a point

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

Young smiling experienced operator of call center answering the question of his client

How to Train Active Listening in the Call Centre – With Exercises

Portrait of call center worker accompanied by her team.

The Top 10 Most Important Customer Service Skills

How to Get the Silent Majority to Respond to a Customer Survey

How to Build Customer Trust From the Contact Centre

A person holds their hand up to their ear

Top Tips to Improve Listening Skills on the Telephone

10 Customer Service Skills That Every Contact Centre Advisor Must Have

Build Rapport on the Phone for Success

How to Build Rapport on the Phone – With Examples

How to Build an Emotional Connection with Customers

Anatomy of a Good Call – Best practice… The Call

Best-Practice Ideas for Improving Performance

21 Ways to Boost Customer Satisfaction

What I’ve Learnt From Listening to My Customers’ Calls

super agent

20 Tips for Creating Super Agents