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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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How Can Agents Sound More Authentic?

How Can Agents Sound More Authentic?

7 Ways to Deal With an Angry Customer

7 Ways to Deal With an Angry Customer

Sales Through Service: The Right Way to Up-sell in the Contact Centre

Sales Through Service: The Right Way to Up-sell in the…

How to Give Your Line Manager Positive Feedback

How to Give Your Line Manager Positive Feedback

10 Tips for Induction Success

10 Tips for Induction Success

How to Coach Agents for Attitude

How to Coach Agents for Attitude

5 Ways to Boost Agent Productivity… Today!

5 Ways to Boost Agent Productivity… Today!

Top 20 Examples of Rapport Building Statements

Top 20 Examples of Rapport Building Statements

10 Steps to Chairing a Great Meeting

10 Steps to Chairing a Great Meeting

36 Ways to Boost Contact Centre Productivity

36 Ways to Boost Contact Centre Productivity

30 Strategies for Improving Agent Productivity

30 Strategies for Improving Agent Productivity

The Secret to Building Real Rapport

The Secret to Building Real Rapport

6 Ways to Think More Effectively at Work

6 Ways to Think More Effectively at Work

What is the Best Way to Handle a Complaint Through Social Media?

What is the Best Way to Handle a Complaint Through…

Zen and the Art of Handling Angry Customers

Zen and the Art of Handling Angry Customers

Skills and Competencies for Roles in The Call Centre

Skills and Competencies for Roles in The Call Centre

How to Make Coaching Stick

How to Make Coaching Stick

Soft Skills in Call Centres

Soft Skills in Call Centres

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

Should We Call Customers by Name?

Should We Call Customers by Name?

Rapport-Building Tips

Rapport-Building Tips

A Guide to Writing a Successful CV

A Guide to Writing a Successful CV

Scripting in outbound calls

Scripting in outbound calls

Sales Techniques: Conversational Selling

Sales Techniques: Conversational Selling

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