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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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AER Statements for Customer Service

AER Statements for Customer Service

Words and Phrases an Advisor Should NEVER Say to an Angry Customer

Words and Phrases an Advisor Should NEVER Say to an…

What Makes a Good Call

What Makes a Good Call

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

The Definitive Guide to Improving Agents’ Customer…

15 TED Questions for Customer Service – With Examples

15 TED Questions for Customer Service – With Examples

Australian Phonetic Alphabet – Free Download

Australian Phonetic Alphabet – Free Download

25 Affirmative Words and Statements to Support Customers

25 Affirmative Words and Statements to Support Customers

How to Coach Empathy in the Contact Centre – With Three Training Exercises

How to Coach Empathy in the Contact Centre – With Three…

How to Write the Best IVR Messages – With Examples

How to Write the Best IVR Messages – With Examples

Sales Techniques: Conversational Selling

Sales Techniques: Conversational Selling

Handling Customer Complaints – Why You Need to Say Sorry

Handling Customer Complaints – Why You Need to Say…

Top Tips for Dealing with Customer Complaints in Call Centres

Top Tips for Dealing with Customer Complaints in Call…

The Best Words to Rescue an Unhappy Customer Experience

The Best Words to Rescue an Unhappy Customer Experience

How to Write an IVR Script – With an Example

How to Write an IVR Script – With an Example

Customer Service: 50 Nice Words to Say to Someone

Customer Service: 50 Nice Words to Say to Someone

5 Effective Training Exercises for Your Contact Centre

5 Effective Training Exercises for Your Contact Centre

7 Ways to Build an Emotional Connection With Callers

7 Ways to Build an Emotional Connection With Callers

Spanish Phonetic Alphabet – Free Download

Spanish Phonetic Alphabet – Free Download

How to Write a Customer Apology Letter – With an Example

How to Write a Customer Apology Letter – With an Example

25 Performance Review Phrases for Customer Service

25 Performance Review Phrases for Customer Service

NATO Phonetic Alphabet – Free Download

NATO Phonetic Alphabet – Free Download

10 Top Tips to Improve Email in the Call Centre

10 Top Tips to Improve Email in the Call Centre

The Power of Positive Language

The Power of Positive Language

French Phonetic Alphabet – Free Download

French Phonetic Alphabet – Free Download

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