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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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Top tips for increasing telesales conversions

Top tips for increasing telesales conversions

Handling Difficult Customers

Handling Difficult Customers

How to Use Vocal Pace Tone and Pitch on the Phone

How to Use Vocal Pace Tone and Pitch on the Phone

How to cross sell in your call centre

How to cross sell in your call centre

Dealing with Irate Customers

Dealing with Irate Customers

How to Up-Sell in Your Call Centre

How to Up-Sell in Your Call Centre

Developing empathy in the call centre

Developing empathy in the call centre

Call Control Techniques: Controlling a Runaway Talker on the Telephone

Call Control Techniques: Controlling a Runaway Talker on…

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 Best to Deal with Angry Customers

How Best to Deal with Angry Customers

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

Make your employee probationary periods truly fruitful:…

Answers: Coping with Angry and Abusive Customers

Answers: Coping with Angry and Abusive Customers

Beating Phone Rage with Care

Beating Phone Rage with Care

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?