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Articles - Listening
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5 Soft Skills Every Agent Needs Before Taking Their First Call
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
Are You Listening to Your Customers or Irritating Them?
A Quick Guide to Call Listening
Top Tips for Dealing With Anxious Customers
Train Team Leaders Well
Talking Point: How to Overcome Resistance to New Ideas
Why Should Your Customers Remain Customers?
How to Improve Your Customer Service Listening Skills
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
How to Train Active Listening in the Call Centre – With Four Exercises
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
Top Tips to Improve Listening Skills on the Telephone
10 Customer Service Skills That Every Contact Centre Advisor Must Have
How to Build Rapport on the Phone
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
20 Tips for Creating Super Agents
Soft Skills in Call Centres
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Editor's Pick
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
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21 Tips to Make Your Customers Feel Truly Valued
Latest Resources
eBook: 5 Ways Conversational AI Can Support Contact Centre Automation
eBook: 9 Practical Ways to Use Generative AI for Contact Centers
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Mon 29 Apr 2024
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Tue 30 Apr 2024
Latest Insights
Ofcom Latest: What Contact Centre Leaders Need to Know
Delivering Exceptional Experiences in the Real World
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
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