The Largest Online Community for Contact Centre Professionals

LinkedIn YouTube
Search
Menu
Close Close
LinkedIn YouTube
Open Sidebar
Follow us on LinkedIn

Soft Skills

Browse our selection of insights on developing soft skills for contact centre agents, including information on communication, empathy, and problem-solving.

Filter Filter Filter
Recent Articles Most Viewed Articles

Category

Sub Category

The 6 Barriers to Good Customer Service

The 6 Barriers to Good Customer Service

Soft Skills Gaps Are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training…

15 Clarifying Questions For Customer Service

15 Clarifying Questions For Customer Service

How to Deal With Customers Who Don’t Take No for an Answer

How to Deal With Customers Who Don’t Take No for…

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

The Definitive Guide to Improving Agents’ Customer…

10 Customer Service Behaviours Every Contact Centre Agent Should Have

10 Customer Service Behaviours Every Contact Centre…

15 Tips for Building Emotional Intelligence in Customer Service

15 Tips for Building Emotional Intelligence in Customer…

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

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

25 Affirmative Words and Statements to Support Customers

25 Affirmative Words and Statements to Support Customers

The Best Ways to Start and End a Customer Conversation

The Best Ways to Start and End a Customer Conversation

Talking Point: How to Overcome Resistance to New Ideas

Talking Point: How to Overcome Resistance to New Ideas

15 TED Questions for Customer Service – With Examples

15 TED Questions for Customer Service – With Examples

Coaching Talkative Advisors to Provide Better Customer Service

Coaching Talkative Advisors to Provide Better Customer…

Techniques to Improve Call Control Skills

Techniques to Improve Call Control Skills

Getting Past Gatekeepers to Actually Speaking With Decision-Makers

Getting Past Gatekeepers to Actually Speaking With…

The Art of Conversation in Customer Service

The Art of Conversation in Customer Service

Developing Mindsets for Customer Service Success

Developing Mindsets for Customer Service Success

20 Ways to Upskill Your Contact Centre Advisors

20 Ways to Upskill Your Contact Centre Advisors

How to Negotiate Solutions With a Customer

How to Negotiate Solutions With a Customer

How to Get Your Advisors to Show Genuine Interest in Customers

How to Get Your Advisors to Show Genuine Interest in…

20 Expert Ideas to Improve Your Customer Service Skills

20 Expert Ideas to Improve Your Customer Service Skills

How to Improve Your Customer Service Listening Skills

How to Improve Your Customer Service Listening Skills

6 Effective Questioning Techniques for Customer Service

6 Effective Questioning Techniques for Customer Service

Super-Agents: The Top Ten Qualities of Great Contact Centre Agents

Super-Agents: The Top Ten Qualities of Great Contact…

Close Close
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

Upcoming Events

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

Latest Blogs

How To Forward a Voicemail on Any Device

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

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise