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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
10 Closing Techniques for Inbound Sales Advisors

10 Closing Techniques for Inbound Sales Advisors

French Phonetic Alphabet – Free Download

French Phonetic Alphabet – Free Download

Techniques to Improve Call Control Skills

Techniques to Improve Call Control Skills

26 Great Techniques for Showing Real Empathy in Customer Service

26 Great Techniques for Showing Real Empathy in Customer…

How to Bridge Silence on a Call

How to Bridge Silence on a Call

Customer Service Language – With Examples

Customer Service Language – With Examples

Scripting in outbound calls

Scripting in outbound calls

How to Deal With Rude Customers

How to Deal With Rude Customers

How to Build an Emotional Connection with Customers

How to Build an Emotional Connection with Customers

How to Structure a Quality Coaching Session

How to Structure a Quality Coaching Session

How to Say No to a Customer – With Examples

How to Say No to a Customer – With Examples

13 Clever Tactics for Dealing With an Angry Phone Call

13 Clever Tactics for Dealing With an Angry Phone Call

Call Control Techniques: How to Present Options to Customers

Call Control Techniques: How to Present Options to…

How to Coach Agents for Attitude

How to Coach Agents for Attitude

The Top 10 Most Important Customer Service Skills

The Top 10 Most Important Customer Service Skills

Comedy Phonetic Alphabet – Free Download

Comedy Phonetic Alphabet – Free Download

The Hapless 13: Phrases That Call Centre Agents Must NEVER Say

The Hapless 13: Phrases That Call Centre Agents Must…

How to Deal With an Indecisive Customer

How to Deal With an Indecisive Customer

7 Ways to Deal With an Angry Customer

7 Ways to Deal With an Angry Customer

Customer Service Language: Changing the Language of Your Contact Centre

Customer Service Language: Changing the Language of Your…

Want to Speak in the Same Language as the Customer? Use Filtering!

Want to Speak in the Same Language as the Customer? Use…

Developing empathy in the call centre

Developing empathy in the call centre

How to Set the Right Expectations on a Call

How to Set the Right Expectations on a Call

How to cross sell in your call centre

How to cross sell in your call centre

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