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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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How to Up-Sell in Your Call Centre

How to Up-Sell in Your Call Centre

Handling Customer Complaints – Why You Need to Say Sorry

Handling Customer Complaints – Why You Need to Say…

Call Control Techniques: Controlling a Runaway Talker on the Telephone

Call Control Techniques: Controlling a Runaway Talker on…

The Five Phrases a Call Centre Manager SHOULD Use

The Five Phrases a Call Centre Manager SHOULD Use

Five Phrases a Call Centre Manager Should Never Use

Five Phrases a Call Centre Manager Should Never Use

How to Improve Empathy in the Call Centre

How to Improve Empathy in the Call Centre

Delivering Service Quality: the Power of Speech

Delivering Service Quality: the Power of Speech

How do I – Build Rapport With Callers?

How do I – Build Rapport With Callers?

Harnessing the power of ‘what our customers are saying’

Harnessing the power of ‘what our customers are…

Improve Your Inbound Marketing Strategy Using Customer Analytics

Improve Your Inbound Marketing Strategy Using Customer…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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