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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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The Top 50 Words to Describe Yourself on Your CV in 2025

The Top 50 Words to Describe Yourself on Your CV in 2025

The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

Empathy Statements for Customer Service With Examples

Empathy Statements for Customer Service With Examples

How to Handle Angry Customers in a Call Centre

How to Handle Angry Customers in a Call Centre

Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy

Excel Based Erlang Calculator for Contact Centres – with…

The Top 10 Acknowledgement Statements for Customer Service

The Top 10 Acknowledgement Statements for Customer Service

What is Call Centre Shrinkage and How to Calculate It?

What is Call Centre Shrinkage and How to Calculate It?

100 Complimentary Words and Phrases to Use in Customer Service

100 Complimentary Words and Phrases to Use in Customer…

10 Catchy Greeting Examples for Customer Service

10 Catchy Greeting Examples for Customer Service

What to Say to an Angry Customer

What to Say to an Angry Customer

Free Call Monitoring and Evaluation Form – Excel Template

Free Call Monitoring and Evaluation Form – Excel…

UK Phonetic Alphabet – Free Download

UK Phonetic Alphabet – Free Download

Top 20 Motivational Games for the Contact Centre

Top 20 Motivational Games for the Contact Centre

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

21 Ways to Say “I’m Sorry” and…

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

Positive Statements to Increase Customer Satisfaction

Positive Statements to Increase Customer Satisfaction

The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE…

The Best Courtesy Words and Expressions to Use in Customer Service

The Best Courtesy Words and Expressions to Use in…

“Sorry for the Inconvenience” – How to Offer a Genuine Apology

“Sorry for the Inconvenience” – How to Offer a Genuine…

What is a Customer Satisfaction Score (and How to Calculate CSAT)

What is a Customer Satisfaction Score (and How to…

100 Power Words to Use in Customer Service with Examples

100 Power Words to Use in Customer Service with Examples

Positive Scripting For Customer Service – With Examples

Positive Scripting For Customer Service – With…

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

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

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

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

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

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

Featured Webinars

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Webinar: Boosting Customer Satisfaction in Contact Centres

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