The Top Stories of 2020


2020 has been another year when we’ve been privileged to share hundreds of articles with you, with lots of great ideas to boost your contact centre’s performance.

Here are the top ten stories, according to page views, that we’ve published in 2020. Enjoy!

Number 1. “Sorry for the Inconvenience” – How to Offer a Genuine Apology

In this article, Liz Doig of Wordtree shared her advice for saying “sorry” in the contact centre, as well as for avoiding awful apology statements like “Sorry for the inconvenience.”

Views: 52,133

“Sorry for the Inconvenience” – How to Offer a Genuine Apology

Number 2. 17 Probing Questions to Improve Your Customer Service

Lots of question marks on multicolour sheets

We shared many great examples of probing questions and techniques that will help you to better understand your customers and provide an improved level of service.

Views: 42,361

17 Probing Questions to Improve Your Customer Service

Number 3. 27 Positive Statements to Use in Difficult Situations

A picture of positive speech bubbles

In this article, we gave examples of positive statements to use in customer service that can prove particularly useful in difficult situations.

Views: 16,669

27 Positive Statements to Use in Difficult Situations

Number 4. 50 Great Complimentary Words to Use in Customer Service

A compliment example

We presented a number of complimentary words and discussed how best to use them in customer service.

Views: 12,462

50 Great Complimentary Words to Use in Customer Service

Number 5. Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

A photo of smiling contact centre advisor making a point

In this article, we gave an overview of three of the most important customer service skills and assessed how we develop them in the contact centre.

Views: 8,587

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

Number 6. 9 Ways to Prepare Your Contact Centre for Coronavirus

A picture of a Coronavirus warning sign

We took a look at nine ways to safeguard your contact centre.

Views: 4,906

9 Ways to Prepare Your Contact Centre for Coronavirus

Another high-performing story was – Coronavirus: How to Safeguard Your Contact Centre

Number 7. Rapport Building With Angry Customers – With Examples

In this article, we shared great ideas for building rapport with angry customers, starting with a video from customer experience expert Sandra Thompson.

Views: 4,311

Rapport Building With Angry Customers – With Examples

Number 8. 32 Contact Centre KPIs That You Need to Track (and Why!)

A picture of someone tracking footprints

In this article, our panel of experts put forward their favourite contact centre key performance indicators (KPIs) and discussed why they believe they are so important to track.

Views: 4,222

32 Contact Centre KPIs That You Need to Track (And Why!)

Number 9. 15 Contact Centre Homeworking Problems and How to Overcome Them

A photo of a homeworking call centre agent

We shared advice on how to overcome some of the most common homeworking problems, with the help of our panel of experts.

Views: 4,182

15 Contact Centre Homeworking Problems and How to Overcome Them

Number 10. A Quick Guide to Call Centre Reporting – With the Top Seven Reports, Examples and Tips

A picture of someone waving a magnifying glass over an online report

We introduced  you to the topic of call centre reporting, while sharing examples of key reports and great tips to best use them in your operation.

Views: 4,167

A Quick Guide to Call Centre Reporting – With the Top Seven Reports, Examples and Tips

We hope that you found each of these stories, and all of the others published throughout the year, informative and that you were able to implement some of these ideas in your contact centre.

But stay tuned, as we look to create even more great articles in 2021. And remember to subscribe to our newsletter if you don’t want to miss out!

Viewing stats and social shares are accurate as of the 18th December 2020.

Published On: 30th Dec 2020 - Last modified: 4th Jan 2021
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