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About Us
Articles - Soft Skills
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5 Soft Skills Every Agent Needs Before Taking Their First Call
Top 10 Ways to Reassure Your Customers
What Are Soft Skills?
Top Tips for Dealing With Anxious Customers
What Is the ABC Approach?
How to Deliver Bad News in Customer Service
150 Great Complimentary Words and Phrases to Use in Customer Service
Examples of Tone of Voice in Action
A Quick Guide to the Feel, Felt, Found Approach
The Best De-Escalation Techniques
How to Utilize Tone of Voice in the Contact Centre
How to Handle Contacts From Challenging Customers
The 6 Barriers to Good Customer Service
Soft Skills Gaps Are More Important for Regular Training and Coaching
15 Clarifying Questions That Add Value to Customer Support Conversations
How to Deal With Customers Who Don’t Take No for an Answer
10 Customer Service Behaviours Every Contact Centre Agent Should Have
15 Tips for Building Emotional Intelligence in Customer Service
How to Coach Empathy in the Contact Centre – With Three Training Exercises
25 Affirmative Words and Statements to Support Customers
The Best Ways to Start and End a Customer Conversation
Talking Point: How to Overcome Resistance to New Ideas
15 TED Questions for Customer Service – With Examples
Coaching Talkative Advisors to Provide Better Customer Service
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Editor's Pick
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
16 Ways to Reduce AHT – Without Damaging the Customer Experience
Call Volumes Up? Here’s What You Can Do About It
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eBook: Five Trendsetters in CX Innovation
eBook: Customer Success Stories 2024
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Tue 19 Mar 2024
European Contact Centre and Customer Service Exchange 2024
Tue 19 Mar 2024
Latest Insights
A Quick Reference Guide to Measuring CX
Proactive Outreach Is Key to Customer Loyalty and Confidence
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
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