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Browse our range of content on using effective language and communication techniques to enhance customer experience in contact centres and BPOs.

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Dear Valued Customer – How NOT to Write a Customer Service Letter

Dear Valued Customer – How NOT to Write a Customer…

Five Phrases a Call Centre Manager Should Never Use

Five Phrases a Call Centre Manager Should Never Use

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

Management Speak – 40 Words and Phrases That Make…

The Top Words and Phrases Customers Use to Express their Dissatisfaction

The Top Words and Phrases Customers Use to Express their…

5 Tips to Improve Your Call Centre Sales

5 Tips to Improve Your Call Centre Sales

Reassurance Statements in Customer Service – With Examples

Reassurance Statements in Customer Service – With…

27 Positive Statements to Use In Difficult Situations

27 Positive Statements to Use In Difficult Situations

Negative VS Positive Words in Customer Service – With Examples

Negative VS Positive Words in Customer Service –…

Positive Language for Customer Service Conversations – With Examples

Positive Language for Customer Service Conversations…

How to Improve Empathy in the Call Centre

How to Improve Empathy in the Call Centre

How do I – Build Rapport With Callers?

How do I – Build Rapport With Callers?

The Truth About Body Language on the Phone

The Truth About Body Language on the Phone

How to Use Vocal Pace Tone and Pitch on the Phone

How to Use Vocal Pace Tone and Pitch on the Phone

Seven Tips to Avoid Dead Air Time in Customer Service Calls

Seven Tips to Avoid Dead Air Time in Customer Service…

The Five Phrases a Call Centre Manager SHOULD Use

The Five Phrases a Call Centre Manager SHOULD Use

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 Control Techniques: Controlling a Runaway Talker on the Telephone

Call Control Techniques: Controlling a Runaway Talker on…

Soft Skills in Call Centres

Soft Skills in Call Centres

10 Best Practices to Improve Customer Service Live Chat

10 Best Practices to Improve Customer Service Live Chat

15 Great Alternatives to “Sorry for the Inconvenience”

15 Great Alternatives to “Sorry for the Inconvenience”

Assurance Statements in Customer Service – With Examples

Assurance Statements in Customer Service – With…

Customer Service Apologies – Keeping Sorry Fresh and Sincere

Customer Service Apologies – Keeping Sorry Fresh…

10 Strategies for Overcoming Objection Handling in Sales

10 Strategies for Overcoming Objection Handling in Sales

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