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Articles - Soft Skills
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15 TED Questions for Customer Service – With Examples
Top 10 Ways to Reassure Your Customers
6 Effective Questioning Techniques for Customer Service
Top Tips to Improve Listening Skills on the Telephone
How to Train Active Listening in the Call Centre – With Four Exercises
150 Great Complimentary Words and Phrases to Use in Customer Service
How to Improve Call Control Skills
How to Develop Empathy as a Skill in Your Frontline Teams
The Best Ways to Start and End a Customer Conversation – With Example Phrases
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
How to Coach Empathy in the Contact Centre – With Three Training Exercises
25 Affirmative Words and Statements to Support Customers
15 Clarifying Questions That Add Value to Customer Support Conversations
5 Soft Skills Every Agent Needs Before Taking Their First Call
How to Utilize Tone of Voice in the Contact Centre
15 Tips for Building Emotional Intelligence in Customer Service
The Top 10 Most Important Customer Service Skills
How to Deliver Bad News in Customer Service
Skills and Competencies for Roles in The Call Centre
The Art of Conversation in Customer Service
How to Deal With Customers Who Don’t Take No for an Answer
The Best De-Escalation Techniques
A Quick Guide to the Feel, Felt, Found Approach
How to Handle Contacts From Challenging Customers
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Editor's Pick
F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers
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How to Develop Empathy as a Skill in Your Frontline Teams
Latest Resources
Report: The Inner Circle Guide to Omnichannel Workforce Optimization
eBook: How to Foster Innovation in a Hybrid Contact Centre
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Enhancing Trust in AI Through Knowledge Management
The Role of AI Science in a World of Democratized AI
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The Key Elements of a CX Lifecycle and Ways to Improve It
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What is Attrition Rate and How to Calculate It
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