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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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25 Affirmative Words and Statements to Support Customers

25 Affirmative Words and Statements to Support Customers

8 Ways to Improve Schedule Adherence

8 Ways to Improve Schedule Adherence

The Best Ways to Start and End a Customer Conversation

The Best Ways to Start and End a Customer Conversation

Erlang Calculator for High Traffic Volumes

Erlang Calculator for High Traffic Volumes

Training Cheat Sheet – Effective Sales Questioning

Training Cheat Sheet – Effective Sales Questioning

Training Cheat Sheet – Emotional Intelligence

Training Cheat Sheet – Emotional Intelligence

Spanish Phonetic Alphabet – Free Download

Spanish Phonetic Alphabet – Free Download

How to Create a Customer Balanced Scorecard – with Template and Examples

How to Create a Customer Balanced Scorecard – with…

Really Understand Why Your Customers Are Contacting You

Really Understand Why Your Customers Are Contacting You

What is a Wrap-Up Code?

What is a Wrap-Up Code?

NATO Phonetic Alphabet – Free Download

NATO Phonetic Alphabet – Free Download

Space Race Call Centre Game Template

Space Race Call Centre Game Template

3 Ways to Have Fun in the Contact Centre

3 Ways to Have Fun in the Contact Centre

Training Cheat Sheet – Closing Techniques

Training Cheat Sheet – Closing Techniques

Create your own wallboard messages in PowerPoint

Create your own wallboard messages in PowerPoint

French Phonetic Alphabet – Free Download

French Phonetic Alphabet – Free Download

How to Bridge Silence on a Call

How to Bridge Silence on a Call

How to Say No to a Customer – With Examples

How to Say No to a Customer – With Examples

15 Clarifying Questions For Customer Service

15 Clarifying Questions For Customer Service

Call Centre Homeworking Checklist

Call Centre Homeworking Checklist

Training Cheat Sheet – Motivating Teams

Training Cheat Sheet – Motivating Teams

Training Cheat Sheet – Managing Performance

Training Cheat Sheet – Managing Performance

Staff Engagement: How to Motivate Employees – With a Checklist

Staff Engagement: How to Motivate Employees – With a…

Comedy Phonetic Alphabet – Free Download

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

Research: The Future of AI-Powered Experiences

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