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Articles - Soft Skills
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I Need Some Tips to Improve Agents Convincing Skills?
Creating Memorable Customer Experiences With Emotional Intelligence
How to Negotiate Solutions With a Customer
What Is the ABC Approach?
Top Tips for Improving Team Managers’ Leadership Skills
13 Things Every Contact Centre Advisor Needs to Know
20 Expert Ideas to Improve Your Customer Service Skills
First Aid for Coaching Call Centre Advisors
Examples of Tone of Voice in Action
How to Improve Empathy in the Call Centre
The 4 Skills You Can’t Teach – But Call Centre Staff Need
Previous
Editor's Pick
F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers
The Essential Guide to WFM – Key Features to Look For
21 Amazing Habits to Foster in Your Frontline Agents
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
Upcoming Events
Unified Communications EXPO Manchester (UCX)
Wed 22 May 2024
How to Remain Compliant Whilst Driving B2C Outbound Sales – Webinar
Thu 23 May 2024
Latest Insights
Enhancing Trust in AI Through Knowledge Management
The Role of AI Science in a World of Democratized AI
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
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?