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Articles - Training
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10 Ways to Reduce New Employee Attrition
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
Handling Sales Objections Over The Telephone
How to Train Active Listening in the Call Centre – With Four Exercises
How to Develop the Best Contact Centre Script
The Top 10 Most Important Customer Service Skills
9 Fun Customer Service Training Exercises
8 Ideas to Welcome Your Advisors on Their First Day at Work
7 Contact Centre Agent Training Nightmares
Turning Contact Centre Agents Into Storytellers
Contact Centre Inductions: What You Need to Know to Be Successful
How to Develop Team Leaders in the Contact Centre
The Fundamentals of Contact Centre Peak Management
6 Tips to Improve Quality Scores and Customer Service
The Best Uses for e-Learning in the Contact Centre
Create a Contact Centre Orientation Plan to Reduce Attrition
How to Analyse Data to Identify Gaps in Agent Training?
The Top Ten Uses for Call Recordings
How to Monitor Quality in the Contact Centre
How to Build Customer Trust From the Contact Centre
10 Customer Service Skills That Every Contact Centre Advisor Must Have
How to Develop Coaches and Mentors in a Contact Centre
First Aid for Coaching Call Centre Advisors
The Johari Window: A Contact Centre Training Tool
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Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
Latest Resources
eBook: The Impact of AI on the Contact Centre
Webinar Replay: What Does an Excellent Customer Service Strategy Look Like
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
HP | Poly Customer Welcome Centre Tour and Demo
Wed 08 May 2024
Latest Insights
Mastering CLI Compliance: Navigating Ofcom Regulations
Why Employees Suffer From Burnout and What To Do About It
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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