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Skills

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

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Answers: Coping with Angry and Abusive Customers

Answers: Coping with Angry and Abusive Customers

How to Handle Escalation Calls

How to Handle Escalation Calls

15 TED Questions for Customer Service – With Examples

15 TED Questions for Customer Service – With Examples

Skills and Competencies for Roles in The Call Centre

Skills and Competencies for Roles in The Call Centre

Australian Phonetic Alphabet – Free Download

Australian Phonetic Alphabet – Free Download

25 Affirmative Words and Statements to Support Customers

25 Affirmative Words and Statements to Support Customers

How to Coach Empathy in the Contact Centre – With Three Training Exercises

How to Coach Empathy in the Contact Centre – With Three…

The Best Ways to Start and End a Customer Conversation

The Best Ways to Start and End a Customer Conversation

Rapport-Building Tips

Rapport-Building Tips

Sales Techniques: Conversational Selling

Sales Techniques: Conversational Selling

9 Customer Service Role Plays

9 Customer Service Role Plays

The Best Words to Rescue an Unhappy Customer Experience

The Best Words to Rescue an Unhappy Customer Experience

Rapport Building With Angry Customers – With Examples

Rapport Building With Angry Customers – With Examples

6 Strategies for Building Agent Confidence in Telesales

6 Strategies for Building Agent Confidence in Telesales

Customer Service: 50 Nice Words to Say to Someone

Customer Service: 50 Nice Words to Say to Someone

How to Deal With a Talkative Customer

How to Deal With a Talkative Customer

How to Make Coaching Stick

How to Make Coaching Stick

How to Handle Contacts From Challenging Customers

How to Handle Contacts From Challenging Customers

5 Effective Training Exercises for Your Contact Centre

5 Effective Training Exercises for Your Contact Centre

Spanish Phonetic Alphabet – Free Download

Spanish Phonetic Alphabet – Free Download

Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?

Contact Centre Coaching Models: Which Is Best for Your…

10 Closing Techniques for Inbound Sales Advisors

10 Closing Techniques for Inbound Sales Advisors

25 Performance Review Phrases for Customer Service

25 Performance Review Phrases for Customer Service

NATO Phonetic Alphabet – Free Download

NATO Phonetic Alphabet – Free Download

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