Articles - Skill Development

Continuous skill development keeps contact centre teams sharp, adaptable, and motivated. This section brings together expert insights, frameworks, and hands-on advice to help you identify, build, and sustain the skills your people need to succeed. You’ll find content covering technical know-how, communication, problem-solving, and leadership, along with guidance on personal growth and career progression. Each resource is designed to help managers and trainers create meaningful development plans that drive both individual and organisational success.

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A photo of a person sticking their tongue out to make a rude gesture
How to Deal With Rude Customers
Young customer support executive working in modern office.
Handling Sales Objections Over The Telephone
Young smiling experienced operator of call center answering the question of his client
How to Train Active Listening in the Call Centre – With Exercises
Cheerful smiling colleagues working with papers and discussing project while sitting at the table
10 Essential Skills for Every Contact Centre Manager
Portrait of call center worker accompanied by her team.
The Top 10 Most Important Customer Service Skills
frustrated young woman wearing microphone headset dressed in shirt sitting at her workplace at the office,
How to Deal With Difficult Customers
A happy customer service team look at the camera, sat around a table
9 Fun Customer Service Training Exercises
How to Handle Escalation Calls
The Wrong Words and Phrases to Use on a Sales Call
Mixed smileys on sticky notes, white background
Positive Language for Customer Service Conversations – With Examples
Person on a sales call
The Right Words and Phrases to Use on a Sales Call
5 Simple Tips for Improving Tone of Voice in Customer Service
Call Centre Etiquette What Not to Say
15 Things You Should Never Say to a Customer
Call Control Techniques: How to Present Options to Customers
Want to Speak in the Same Language as the Customer? Use Filtering!
The Johari Window: A Contact Centre Training Tool
A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service
The Best Courtesy Words and Expressions to Use in Customer Service
Comic style hello with the words customer service greeting messages
10 Catchy Greeting Examples for Customer Service
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
7 Ways to Offer Multilingual Customer Service
Speech box with the words positive statements to increase customer satisfaction
Positive Statements to Increase Customer Satisfaction
SMART Training – Changing the Perception of Contact Centre Coaching
Make telesales people More Productive
25 Tips to Make Your Telesales People More Productive
Why Removing Negative Words Could Hurt Your Contact Centre
 
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