Articles - Soft Skills

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How to Utilize Tone of Voice in the Contact Centre
How to Handle Contacts From Challenging Customers
Barriers between people
The 6 Barriers to Good Customer Service
Soft Skills Gaps are More Important for Regular Training and Coaching
Soft Skills Gaps Are More Important for Regular Training and Coaching
Clarifying questions add value to customer conversations
15 Clarifying Questions That Add Value to Customer Support Conversations
Person not accepting no on phone
How to Deal With Customers Who Don’t Take No for an Answer
10 Customer Service Behaviours for Contact Centre Agents
10 Customer Service Behaviours Every Contact Centre Agent Should Have
Tips for Emotional Intelligence
15 Tips for Building Emotional Intelligence in Customer Service
A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre
How to Coach Empathy in the Contact Centre – With Three Training Exercises
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25 Affirmative Words and Statements to Support Customers
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The Best Ways to Start and End a Customer Conversation
Paper boat overcomes the barrier of resistance to change
Talking Point: How to Overcome Resistance to New Ideas
TED Questions for Customer Service
15 TED Questions for Customer Service – With Examples
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The Top 10 Reassurance Statements for Customer Service
Two people with a can phone on an orange background
Coaching Talkative Advisors to Provide Better Customer Service
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How to Improve Call Control Skills
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Getting Past Gatekeepers to Actually Speaking With Decision-Makers
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The Art of Conversation in Customer Service
A photo of a "new mindset, new results" book
Developing Mindsets for Customer Service Success
A picture of a juggling seal
20 Ways to Upskill Your Contact Centre Advisors
A photo of block figures negotiating
How to Negotiate Solutions With a Customer
A photo of someone looking interested
How to Get Your Advisors to Show Genuine Interest in Customers
A photo of a customer service advisor having a conversation
20 Expert Ideas to Improve Your Customer Service Skills
A photo of a call centre agent listening
How to Improve Your Customer Service Listening Skills