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Skills

Here is a selection of articles written about the skills the contact centre need and should have

If you are looking for more ways to develop key skills in your contact centre read our selection of articles on Skill Development

Recent Articles Most Viewed Articles
Negative VS Positive Words in Customer Service – With Examples

Negative VS Positive Words in Customer Service –…

Positive Language for Customer Service Conversations – With Examples

Positive Language for Customer Service Conversations…

How to Improve Empathy in the Call Centre

How to Improve Empathy in the Call Centre

How do I – Build Rapport With Callers?

How do I – Build Rapport With Callers?

How to Use Vocal Pace Tone and Pitch on the Phone

How to Use Vocal Pace Tone and Pitch on the Phone

Top 20 Examples of Rapport Building Statements

Top 20 Examples of Rapport Building Statements

A Guide to Writing a Successful CV

A Guide to Writing a Successful CV

AER Statements for Customer Service

AER Statements for Customer Service

How to Use Funnel Questions – With Examples

How to Use Funnel Questions – With Examples

9 Fun Customer Service Training Exercises

9 Fun Customer Service Training Exercises

30 Strategies for Improving Agent Productivity

30 Strategies for Improving Agent Productivity

Call Control Techniques: Controlling a Runaway Talker on the Telephone

Call Control Techniques: Controlling a Runaway Talker on…

Australian Phonetic Alphabet – Free Download

Australian Phonetic Alphabet – Free Download

How to Train Active Listening in the Call Centre – With Exercises

How to Train Active Listening in the Call Centre –…

Soft Skills in Call Centres

Soft Skills in Call Centres

How Best to Deal with Angry Customers

How Best to Deal with Angry Customers

Dealing with Irate Customers

Dealing with Irate Customers

Should We Call Customers by Name?

Should We Call Customers by Name?

Top Tips to Make Your Team Leaders More Productive

Top Tips to Make Your Team Leaders More Productive

10 Strategies for Overcoming Objection Handling in Sales

10 Strategies for Overcoming Objection Handling in Sales

8 ‘Soft Skills’ Training Exercises

8 ‘Soft Skills’ Training Exercises

Top tips for increasing telesales conversions

Top tips for increasing telesales conversions

NATO Phonetic Alphabet – Free Download

NATO Phonetic Alphabet – Free Download

15 TED Questions for Customer Service – With Examples

15 TED Questions for Customer Service – With Examples

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