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Spotlight on… Local Council Contact Centres

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Communication on the phone

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What do you like best about your job and/or w...

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Shift Bidding WFM

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The Top 25 Words to Describe Yourself on Your CV

Top 25 Positive Words, Phrases and Empathy Statements

18 Empathy Statements That Help Improve Customer-Agent Rapport

The Top 100 Excellent Customer Service Quotes

“Sorry for the Inconvenience” – How to Offer a Genuine Apology

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How to Prepare Agents for Team Leader Roles

20 Ways to Upskill Your Contact Centre Advisors

How to Effectively Manage a Team Leader’s Time

An Action Plan for Dealing With Absenteeism

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Customer Engagement at the Heart of Change

Germany: Key Trends for Customer Management

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