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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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The Best Ways to Communicate With Upset Customers

The Best Ways to Communicate With Upset Customers

7 Clever Ways to Improve Internal Communication Between Departments

7 Clever Ways to Improve Internal Communication Between…

Why Removing Negative Words Could Hurt Your Contact Centre

Why Removing Negative Words Could Hurt Your Contact Centre

Customer Service Emails and Letters: How to Review and Improve Your Templates

Customer Service Emails and Letters: How to Review and…

Multilingual Customer Support: Here’s What You Need to Know

Multilingual Customer Support: Here’s What You Need to…

The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to…

How to Survive and Prosper in a Multilingual Contact Centre

How to Survive and Prosper in a Multilingual Contact…

Complementary Words for Customer Service

Complementary Words for Customer Service

Harnessing the power of ‘what our customers are saying’

Harnessing the power of ‘what our customers are…

Are Your Social Media Interactions Too Formal?

Are Your Social Media Interactions Too Formal?

How to Create Reassuring On-Hold and IVR Messages – With Examples

How to Create Reassuring On-Hold and IVR Messages – With…

Using Speech Analytics to Assess Language Proficiency

Using Speech Analytics to Assess Language Proficiency

How to Deliver Bad News in Customer Service

How to Deliver Bad News in Customer Service

Delivering Service Quality: the Power of Speech

Delivering Service Quality: the Power of Speech

6 Ways Agents Can Communicate the Need for Help – During a Conversation

6 Ways Agents Can Communicate the Need for Help – During…

The Art of Language

The Art of Language

Getting Started With Customer Service Mantras and Vision Statements

Getting Started With Customer Service Mantras and Vision…

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

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

Ten Tips for Giving Your Chatbot a Human Voice

Ten Tips for Giving Your Chatbot a Human Voice

Simplify the Words You Use in Emails and Webchats

Simplify the Words You Use in Emails and Webchats

A Quick Guide to the Feel, Felt, Found Approach

A Quick Guide to the Feel, Felt, Found Approach

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

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

Alternatives to Saying “Don’t Worry” to Customers

Alternatives to Saying “Don’t Worry” to…

Techniques to Improve Your Probing Questions

Techniques to Improve Your Probing Questions

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