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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 to Prioritize Leadership Training

How to Prioritize Leadership Training

How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to…

How to Deal With Angry Customers

How to Deal With Angry Customers

Positive Scripting Examples for Better Customer Conversations

Positive Scripting Examples for Better Customer…

How to Improve Your Agents’ Critical Thinking Skills

How to Improve Your Agents’ Critical Thinking Skills

The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Kick-Start Cross-Selling in Your Contact Centre

Kick-Start Cross-Selling in Your Contact Centre

Live Chat Quality – 7 Training Exercises to Improve It

Live Chat Quality – 7 Training Exercises to Improve It

Open Questions to Use in Customer Service

Open Questions to Use in Customer Service

Alternatives to Saying “Don’t Worry” to Customers

Alternatives to Saying “Don’t Worry” to…

Complementary Words for Customer Service

Complementary Words for Customer Service

The 7 Cs of Effective Communication

The 7 Cs of Effective Communication

The Top 10 Customer Service Questions

The Top 10 Customer Service Questions

The Secret to Dealing With Awkward Customers

The Secret to Dealing With Awkward Customers

How to Develop Empathy as a Skill in Your Frontline Teams

How to Develop Empathy as a Skill in Your Frontline Teams

5 Soft Skills Every Agent Needs Before Taking Their First Call

5 Soft Skills Every Agent Needs Before Taking Their…

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

21 Ways to Say “I’m Sorry” and…

Reassurance Statements in Customer Service – With Examples

Reassurance Statements in Customer Service – With…

NATO Phonetic Alphabet – Free Download

NATO Phonetic Alphabet – Free Download

A Quick Guide to Call Listening

A Quick Guide to Call Listening

15 Ways to Build Rapport With Customers

15 Ways to Build Rapport With Customers

The Top 10 Acknowledgement Statements for Customer Service

The Top 10 Acknowledgement Statements for Customer Service

Australian Phonetic Alphabet – Free Download

Australian Phonetic Alphabet – Free Download

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