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Find and explore a range of free downloadable resources to support training, operations, and customer engagement in contact centres.

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15 Things You Should Never Say to a Customer

15 Things You Should Never Say to a Customer

Monthly Forecasting Excel Spreadsheet Template – Free Download

Monthly Forecasting Excel Spreadsheet Template –…

8 Games to Liven Up the Contact Centre

8 Games to Liven Up the Contact Centre

Management Speak – 40 Words and Phrases That Make Your Team Cringe

Management Speak – 40 Words and Phrases That Make…

Six of the Best Games for Your Contact Centre

Six of the Best Games for Your Contact Centre

Positive Language for Customer Service Conversations – With Examples

Positive Language for Customer Service Conversations…

Call Centre Dress Codes

Call Centre Dress Codes

Training Cheat Sheet – Handling Difficult Customers

Training Cheat Sheet – Handling Difficult Customers

Excel Schedule Adherence Template – Free Download

Excel Schedule Adherence Template – Free Download

Seven Tips to Avoid Dead Air Time in Customer Service Calls

Seven Tips to Avoid Dead Air Time in Customer Service…

Training Cheat Sheet – Coaching

Training Cheat Sheet – Coaching

Top 20 Examples of Rapport Building Statements

Top 20 Examples of Rapport Building Statements

10 Ways to Say “Sorry For the Inconvenience Caused”

10 Ways to Say “Sorry For the Inconvenience Caused”

Call Centre Abbreviations to Speed up Wrap Time

Call Centre Abbreviations to Speed up Wrap Time

Snakes and Ladders Call Centre Game Template

Snakes and Ladders Call Centre Game Template

15 Great Alternatives to “Sorry for the Inconvenience”

15 Great Alternatives to “Sorry for the Inconvenience”

How to Use Funnel Questions – With Examples

How to Use Funnel Questions – With Examples

10 Feedback Examples to Improve Contact Centre Performance

10 Feedback Examples to Improve Contact Centre Performance

Assurance Statements in Customer Service – With Examples

Assurance Statements in Customer Service – With…

Training Cheat Sheet – Handling Customer Objections

Training Cheat Sheet – Handling Customer Objections

Training Cheat Sheet – Effective Questioning

Training Cheat Sheet – Effective Questioning

Training Cheat Sheet – Building Great Rapport

Training Cheat Sheet – Building Great Rapport

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

The Definitive Guide to Improving Agents’ Customer…

Australian Phonetic Alphabet – Free Download

Australian Phonetic Alphabet – Free Download

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How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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