Articles - Questioning Techniques
Asking the right questions is one of the most valuable skills a contact centre advisor can develop. This page features expert articles, training advice, and practical examples on how to use questioning techniques to understand customers, guide conversations, and deliver the right solutions. Explore different types of questions, from open and probing to reflective and clarifying, and learn how to apply them naturally in real interactions. These resources also include coaching ideas and call examples that show how better questioning can boost confidence, accuracy, and customer satisfaction.
