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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
Why Removing Negative Words Could Hurt Your Contact Centre

Why Removing Negative Words Could Hurt Your Contact Centre

The Best Ways to Communicate With Upset Customers

The Best Ways to Communicate With Upset Customers

Which Soft Skills Do CX Leaders Really Need?

Which Soft Skills Do CX Leaders Really Need?

Make your employee probationary periods truly fruitful: we show you how

Make your employee probationary periods truly fruitful:…

How to Negotiate Solutions With a Customer

How to Negotiate Solutions With a Customer

Open Questions to Use in Customer Service

Open Questions to Use in Customer Service

Emotional Intelligence FAQs Answered by an Expert

Emotional Intelligence FAQs Answered by an Expert

20 Expert Ideas to Improve Your Customer Service Skills

20 Expert Ideas to Improve Your Customer Service Skills

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

What is the Best Way to Handle a Complaint Through…

5 Ways to Boost Agent Productivity… Today!

5 Ways to Boost Agent Productivity… Today!

Live Chat Quality – 7 Training Exercises to Improve It

Live Chat Quality – 7 Training Exercises to Improve It

The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to…

5 Ways to Rethink Contact Centre Training

5 Ways to Rethink Contact Centre Training

SMART Training – Changing the Perception of Contact Centre Coaching

SMART Training – Changing the Perception of…

10 Tips for Induction Success

10 Tips for Induction Success

7 Pillars for Creating Amazing Team Leaders

7 Pillars for Creating Amazing Team Leaders

How to Improve Your Agents’ Critical Thinking Skills

How to Improve Your Agents’ Critical Thinking Skills

5 Soft Skills Every Agent Needs Before Taking Their First Call

5 Soft Skills Every Agent Needs Before Taking Their…

How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

The 7 Cs of Effective Communication

The 7 Cs of Effective Communication

How to Avoid Serving Customers on Autopilot

How to Avoid Serving Customers on Autopilot

Alternatives to Saying “Don’t Worry” to Customers

Alternatives to Saying “Don’t Worry” to…

Positive Scripting Examples for Better Customer Conversations

Positive Scripting Examples for Better Customer…

How to Receive Job Feedback… Without Becoming Defensive

How to Receive Job Feedback… Without Becoming…

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