Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: How to Improve Rapport with the Customer

Published On: 6th Aug 2026 08:00

We all know that being ‘in rapport’ with the customer can build trust and reduce repeat calls. But it is often difficult to achieve in a busy contact centre environment.

In this webinar we look at ways to build and improve rapport with customers over the phone.

Topics Discussed

Rapport building
Opening the call with a smile
How to start a conversation with your customer
Listening skills
Showing empathy with the customer

Empathy words and statements
Use of the Customer’s Name
Listening to calls
How technology can help improve rapport
Top tips from the audience

Panellists

Christine Knott

Beyond The Box

Antony Ryan

West Unified Communication Services

Rachael Trickey

Call Centre Helper

Recorded Webinar: How to Improve Rapport with the Customer

Topics Discussed

Panellists

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