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Articles - Skill Development
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A Guide to Writing a Successful CV
Scripting in outbound calls
Sales Techniques: Conversational Selling
Top tips for increasing telesales conversions
Handling Difficult Customers
How to Use Vocal Pace Tone and Pitch on the Phone
How to cross sell in your call centre
Dealing with Irate Customers
How to Up-Sell in Your Call Centre
Developing empathy in the call centre
Call Control Techniques: Controlling a Runaway Talker on the Telephone
How to Improve Empathy in the Call Centre
How do I – Build Rapport With Callers?
How Best to Deal with Angry Customers
Make your employee probationary periods truly fruitful: we show you how
Answers: Coping with Angry and Abusive Customers
Beating Phone Rage with Care
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Editor's Pick
The Little Things That “Make or Break” a Contact Centre
How to Deal With That Awkward Agent
10 Ways to Give New Recruits an Amazing Welcome
How to Encourage Your Teams Back to the Office
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Report: Navigating the AI Seascape
Guide: How To Turn Customer Service Excellence into Exceptional ROI
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Latest Blogs
QA Scorecard Automation – A Guide to Scaling and Streamlining Your QA Process
Contact Centre Software for E-Commerce – 5 Ways to Boost CSAT
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
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Popular Pages
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The Top 50 Words to Describe Yourself on Your CV in 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
