Anatomy of a Good Call – Best practice… The Call

Why Are Your Agents Using “Should”?

5 Effective Training Exercises for Your Contact Centre

Are Your Social Media Interactions Too Formal?

The Best Words to Rescue an Unhappy Customer Experience

It is Most Common for an Agent to Address the Caller as…

How Can Agents Sound More Authentic?

7 Ways to Deal With an Angry Customer

Most Contact Centres Support Multiple Languages

How to Give Your Line Manager Positive Feedback

Top 20 Examples of Rapport Building Statements

7 Ways to Build an Emotional Connection by Email

7 Ways to Build an Emotional Connection With Callers

The Power of Positive Language

Soft Skills in Call Centres

What Makes a Good Call

Best Tips, Phrases and Words to Use for Building Rapport

Tone of Voice Has a Big Impact on Service – 99% of…

How to Survive and Prosper in a Multilingual Contact…

Top Tips for Dealing with Customer Complaints in Call…

Using Speech Analytics to Assess Language Proficiency

Sales Techniques: Conversational Selling

The Top Words and Phrases Customers Use to Express their…

How to Use Vocal Pace Tone and Pitch on the Phone