Trade Secrets: Simple Ways to Improve Call Scripting

7 Ways to Build an Emotional Connection With Callers

The Secret to Building Real Rapport

Recorded Webinar: Building Rapport Over the Telephone

Soft Skills in Call Centres

Best Tips, Phrases and Words to Use for Building Rapport

How to Handle Stress in the Call Centre

Should We Call Customers by Name?

The best ways to end an inbound complaint call

Training Cheat Sheet – Emotional Intelligence

Seven music on-hold tracks to avoid

Seven deadly sins of call scripting

The Top Ten Customer Annoyances to Avoid

What can contact centres learn from market traders?

Ten Tips to Improve Customer Retention

The Best Ways to Use Call Scripts

Ten Tips for Dealing with Customer Complaints

Customer loyalty – fact or fiction?

How to Give Great Customer Service

Customer Experience Management (CEM) – What is it really…

22 Top Tips to Improve your Customer Surveys

Rapport-Building Tips

How to Make a Good Script Invisible to the Customer

The Top Words and Phrases Customers Use to Express their…